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Services Delivery & Operations
Support & Field, Professional, Managed Services, and Training
Discussion List
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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… -
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… -
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… -
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 … -
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… -
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 … -
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… -
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… -
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… -
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… -
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… -
Are there online community benchmarks?Are there any industry benchmarks around healthy online community forum activities? Specifically: 1) Forum Activity - based on the size of community, how many new questions and new comments occur on …
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How to structure configuration changes/fixesIn the implementation project, a customer-specific configuration is built to connect to customers' systems. For us, often this configuration is complex and sometimes it is used even to cover up the l… -
Is anyone open to talking about how you manage your Support organization?I work for a SaaS company with roughly 60 Support Consultants servicing both B2B and B2C clients, and we're constantly looking for ways to scale the business, streamline processes, deflect cases (pro…
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How is your Support Department handling sanctions on software?I'm curious to know how others are handling sanctions on software and how it impacts service delivery? Has there been proactive reach to Russian customers? Is there a flag on the contact or account, … -
What methodology do you use when estimating field service calls durations?Scheduling service calls for your technicians in the field can be very challenging. One of the variables to producing an accurate schedule is correctly estimating how long a repair task will take. I… -
Average Handle Time (AHT) benchmarksLooking for some input and/or benchmarks on AHT for centers that are in the Technical Software space. Any whitepaper on this would be helpful. Thank you. -
Professional Services/PM Productivity MeasuresDear TSIA Members, We are thinking about new ways to measure productivity of our PMs in the Professional Services space. We currently consider compliance measures, project count, billability etc. I …
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CSAT Calculation LogicHi Team, How do you measure CSAT in your organisation ? Any specific formula ? Thanks Imran Razack -
Phone tree optionsWhat is the 'ideal' number of levels in an IVR phone tree? Thank you.
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Services in the SaaS World – Care to Share your Experience?As SaaS continues to proliferate, the focus on products shifts to solutions, which are delivered via cloud apps that companies “rent”, not own. As much as customers divest software ownership in the S… -
Is there a correlation between CES and Renewals?@JohnRagsdale I think I heard you say in one of the webinars on KM tech stack that CES is a leading (maybe) indicator of renewals? Did I hear that correctly, and if so, can you share any data to back… -
Enterprise Learning Agreement" (ELA) TemplateDoes anyone have a redacted "Enterprise Learning Agreement" template that you use with GSI partners that you're able to share? It would include things like training costs, number of ILT sea…
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How has your organization transformed execution of your traditional services offers following the inIn your experiences, does transitioning service models to more outcome-focused or XAAS models also necessitate a shift in the way core/traditional services activities are performed? -
What competencies do you wish you had identified earlier on?When transitioning from a traditional services vendor to an outcome-focused strategic partner, have any of you identified competency gaps within your organizations that you would have benefitted by i…
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Who owns the customer specific documentation at your company (configuration-related)In our Saas-business, despite the fact to introducing more and more standard setups, we still have a lot customization's implemented to our customers. Currently, the documentation of these customizat…
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Popular Tags
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