Services Delivery & Operations
Support & Field, Professional, Managed Services, and Training
Discussion List
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iOS vs Android Usage in Inpatient Facilities by CliniciansHi there, I'm hoping to find current research that focuses on the percentage of inpatient care providers that use iOS vs Android devices for clinical care. We'd love any insights that others have ga…
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How do you combat the issue of agents not logging out?What are your enterprise support centers doing to combat the issue when agents forget to log out at the end of their shift?
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Webinar - Bridging the Gap Between Education and Support Services OrganizationsWe received multiple questions during today's live webinar that @David Baca and I didn't have time to answer. We will be posting our answers to those questions here, and of course gladly welcome new …
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Early November Transactional Support Survey Response RateIs anyone else seeing a significant dip in survey response rates for transactional support surveys (CSAT and CES) in the first week of November? Our market is United States healthcare. I'm wondering …
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Data Privacy regulations effects on digital transformation, i.e. Europe and Germany specificHow are you dealing with the data privacy regulations when digitalizing your enterprise solutions? Limiting access do by compliant to user data both internal and customer, not be able to take full us…
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Intelligent Case Routing - What solution are you using?Hello TSIA Community, We are starting to evaluate various vendors for an automated case routing solution. I was curious to know what solutions are you currently using and how satisfied you are with …
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Adding a platinum level support tier. What do you include in yours?We provide support for an on-premise software platform that is used by a variety of sectors and our customer range in size from SMB's to Tier 1 organizations. We currently have a standard and premium…
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Are you using Customer Journey Maps in Customer Service and Support?Customer Journey Maps (CJMs) capture the customer's experience as they interact with your product or service. While Process Maps capture the steps in a process from the company's perspective, CJMs ca…
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How to convince customers to initiate stalled services projectsI am a Senior consultant working for a product company and I work for PSO(Professional services organisation). We sell services as part of license deals or upsell services individually to existing cu…
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Virtual classroom toolsWhat tools are you using to deliver vILTs? I am looking for something that is engaging, innovative and immersive to a degree.
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Employee Productivity SuiteWith so many folks now working from home does anyone have knowledge of an employee productivity analytics tool? This is going to sound a bit big brother-e, but I have long thought that a analytics to…
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Data Analytics Tools for the TradeToday with Customer Support we have selected MS Power BI and the primary data delivery/dashboard tool. However, I know there are other Tools like Tableau that are standard and have various advantage…
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Feedback CultureGood Day All, I hope everyone is well. Lately, I am hearing a lot of chatter regarding the topic of a "Feedback Culture". I am curious to know if your organization employs the historic annu…
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What new techniques are being used to develop customer relationships when delivering remotely?This is a question that came out of our interactive member to member session on "extreme remote services." Companies are concerned it will be harder to build personal relationships with cus…
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Remote Worker ExpensesThe Covid-19 Pandemic continues to impact the world and more companies are permitting employees to work from home. I am curious what "work from home" expenses is your company willing to rei…
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How do you apply market segmentation to customer success?Effective market segmentation is the key to marketing, sales and pricing. The state of the art is to segment markets based on how customers get economic, emotional and community value. How are peopl…
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Introducing Self-ServiceWe want to introduce self-service to support our customers which use our software. Since we are still at the very beginning of the journey, I would be interested in learning from experience so as not…
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Support Resolution Time CalculationHi all! Our reps mark a ticket as resolved in ZenDesk aligned with the following definition: “Resolution” consists of providing, as appropriate, one of the following to Client: an existing correctio…
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Is business sentiment changing?Despite the flare ups and second wave concerns in many places I am sensing a general improvement in business sentiment. In our case we are seeing deals that had been stalled for months begin to move …
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Categories for 360 Customer ReviewHello Everyone, In order to do a customer 360 review healthscore card I consider the following dimensions: Overall Sentiment Customer Readiness Product Sentiment Bugs Implementation Readiness Support…
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Customer Effort Score - Are you measuring it? If so, how and when?Hello TSIA Community, We are looking into incorporating the Customer Effort Score into our transactional surveys (once cases are closed) and I was curious to see if, how and when you were measuring t…
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**Alert** TSIA is conducting a Change Management Quick Poll | Please Participate!Hello TSIA community! We need your help! Over the next several weeks we will be conducting two very short polls (8 questions each) to gather precise information on ITIL Change and Problem Managemen…
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With high variabilty data, how do you choose between ETS and ARIMA?Accuracy measures are often interpretive making it hard to choose which model is the best. The rule of thumb is to have lowest numbers possible associated with percent of error. With that said, numb…
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How do you maintain employee culture with everyone working remotely?This was the number one question from our business challenge session last week with 40+ member companies: "How do you keep culture building, relationship building events, or get togethers going …
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Delivery of remote certification examsHello, With current situation with Covid-19, the delivery of proctored certification exams to customers or Partners is a real challenge: safety measures, travel restrictions, all trainings delivered …
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Are you RMCP certified? If so, where did you certify?I'm asking as I'm curious about the Resource Management Certified Professional path. Thank you!
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What is your North Star Metric for Service & Support?What is the key measure of success for your support services team? What is the one metric that is supported by all the other ones? Is it a process measurement, like cycle time or first-pass yield? Or…
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Innovative approaches to deploying technology to work-at-home users?Are you seeing any creative service providers offering innovative approaches (packages) to deploying technology to user's working at homes - unique technology; creative use of tools; innovative supp…
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PS Margins Calc AssistanceHi there! I have services resources that 1) do some configuration work that's included in the license for our subscription product (its a saas marketing tech), 2) deliver on the professional services…
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What is the COVID-19 Impact to your Delivery Operations?Hi Community, hope you are all staying safe and healthy! By now we hope you've seen our Rapid Research Response content and polls at: In this community, we'd love to hear how COVID-19 is impacting …
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