Services Delivery & Operations
Support & Field, Professional, Managed Services, and Training
Discussion List
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How do you measure RMA turnaround time?How do you currently measure your turnaround time for repairs or calibration? Here are some different options I have heard about: 1- Clock starts when: you receive the product, customer first reports…
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How are you calculating the cost per Case/Incident?We are looking to find the best practice or industry supported way to calculate cost per case. While taking an engineers compensation (Salary, Benefits) and dividing by the cases taken is an individ…
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Backlog Reduction StrategiesSpecifically in a data center environment, what techniques have you implemented that led to increased productivity of backlog reduction? If you have anything related to tips/tricks you've found succe…
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Client Satisfaction Survey - A purpose built tool?Hi All! Long time lurker, first-time poster - thanks in advance for your advice. I'm curious to what tool/application you are using to collect client feedback after a Support or Professional Service…
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Morale During Hard Economic TimesDuring hard economic times where layoffs and pause on compensation increases are seen in the industry; what methods do you implement in your teams to keep morale up where there is tension due to an i…
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Value of digital support portal as a component of services offerI'm looking for an industry standard way to establish the value of a digital support (support portal) as a component of a broader services offer. Since offer as a whole, including support delivery, r…
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What are your key blocks in your learning content development strategy in 2024?Hello Everyone, As the year is unfolding I'm curious to know what are other people's key strategy pillars for content development - whether it's AI, modularization or gamification and how are you thi…
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Training Credits to be used with Services?I know that some of us are having rolled out something like Training Credits / Education Packs or whatever we call it (something where a Client is purchasing a certain amount of dollars he can then l…
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Which tool do you use to deliver remote (VILT) training and what is your experience with it?There are many tools to use when delivering remote training and associated labs. We're interested in hearing different companies experiences.
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Do you have Support Contact limits?Looking for any insight on this question - whether you have something similar or decided against this approach for any reason. Are there any member companies that have a minimum or maximum number of…
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Training NPS benchmarkHi all, wondering if there is a recent study / industry benchmark for NPS scores in Customer Education (ideally by modality and maybe even including regional differences)?
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CSAT, NPS, CES, VES - What are your thoughts?We've heard at past TSIA conference keynote sessions that Net Promoter Score (NPS) is "dead". For Customer Satisfaction (CSAT), TSIA has indicated it is still a viable/reasonable metric to…
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Solution Support - Delivery ModelsHi Team, Support services is evolving and transforming , gone are the days of product support. its more a solution support our customer want. Does anyone have any working model / prototype suggestion…
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Services CatalogI want to develop a catalog of services as a means of standardizing SOWs so that it's clear to all what is being sold and what will be delivered. Are there any templates or forms that you have develo…
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ReportsWhere do you all find sample or templates for reports? Looking for Disaster Recovery Plans, Test results and such
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What Metrics or KPIs do you use to measure your Tier III Support team?We use the standard KPIs for our Tier I, client-facing folks (CSAT, Case Age, Quality, Abandonment, etc.), but our technical support team (aka Tier II, Tier III, Application Support team) is our &quo…
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Have you integrated Agents calendars across multiple tools?Hi, I'm part of a global support organization and would be very interested to know how you may have looked at synchronizing or integrating calendars from multiple tools? We have a CRM system where ou…
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PROFESSIONAL SERVICES AUTOMATION - RECOMMENDATIONSWe are looking to implementation a full-service PSA platform to bring efficiencies to customer onboarding, project management, resource management, and real time data and analytics. Any recommendati…
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Quality Assurance / Quality Monitoring BenchmarkingHi! For those of you who are conducting quality checks on phone calls, chats, and tickets: How many are you doing each month for each channel? Are your counts based on the agent (e.g. 10 per agent …
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Support Hours or Service Hours or Bucket of Hours in Service ContractsAre these hours essential to be included in the services contracts to handle 'Out of Scope' support items as and when the clients need them ? It is non standard and hard to predict resource needs and…
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KM tech stack - articles vs recordingsDear TSIA Members, We are looking for more diverse and inclusive ways to office short knowledgebase recordings instead of articles for to help customers who consume information better this way. Has …
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Service offerings via collaboration with CS and SupportHas anyone collaborated with their Customer Support and Customer Success teams to provide a next-level experience for customers? Currently, our Support team handles break/fix items and how-to questi…
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What does your Support Service incentive program look like?I would like to introduce a bonus based incentive program to Support Services. Does anyone use such a program? How is defined? I am currently thinking of including a bonus based on CSAT performanc…
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Where does your SaaS Ops sit in your organisationHello TSIA Community, I am looking for some insight into where your Operations team sit. For SaaS we have 2 operations areas, infrastructure and application. Do these sit in the same org structur…
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Frequency of assisted support case surveysHello all - How frequently do you conduct your assisted support case surveys? We have recently standardized from 3 different methodologies that were legacy practices from acquisitions. One system su…
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XaaS Services Delivery & OperationsWhat are the essentials for MSPs or Solution Integrators to be successful in providing services & delivery for XaaS offers ? How do we enable the delivery organization to best deliver for XaaS ?
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In regards to working out perf and evaluationsWe have a very simplified format for performance and evaluation of staff, but right now we are having a problem in working out the correct percentages. Please take into consideration that we have mor…
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What should the compensation % be for sales teams selling services?A good few years back our sales team was compensated more on selling services and also the services aspect counted towards their target revenue. This was changed to having services excluded from reve…
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What is the average NPS for positive customer IT education?I realize that NPS scores range and that anything above "0" is positive. But, what are the industry average NPS scores for corporate software education courses that represents "good&qu…
Categories
Popular Tags
- CX / Customer Experience 5
- Service Offers 4
- XaaS / SaaS Revenue 3
- Customer Satisfaction CSAT 3
- SaaS Support Models 3
- Monetization / Pricing 2
- KPIs 2
- Go To Market Strategy 2
- Digital Transformation 2
- Digital Experience 2
- Customer Training 2
- Customer Renewal 2
- Knowledge Management 1
- Partner Program 1
- Proactive Support 1
- Product Roadmap 1
- Sales 1
- Talent Management 1
- Technology Services Product Management 1
- Customer Lifecycle 1