Free Your Knowledge Base: Part 1

Posted by David Kay on 8/29/14 6:30 AM

Today, most B2B support knowledge bases are locked behind customer logins.  But “The Times They Are A-Changin’.” It’s time to rethink that decision. In this two-part blog series, I’m going to talk about the ways in which knowledge management is evolving and how your business can adapt.

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Topics: customer success, knowledge management, support services, customer support, knowledge-as-a-service, knowledgebase, TSIA Partners

[Infographic] Emerging Trends in Mobility for Field Services

Posted by Vele Galovski on 8/26/14 6:30 AM

The growing popularity and use of smartphones and tablets has had major implications for field services organizations. While increased mobility is one obvious advantage, the rapid development of video conferencing, mobile knowledge management applications, and wearables is rapidly creating an even greater positive impact. For example, the ability to link a customer to a live video chat agent for help has created a whole new user experience that is going to convince customers, and field services personnel, that this is an option they need.

Also, with the improved connectivity this new technology brings, field technicians will not only have their complete knowledgebase available at their fingertips, but they can also leverage the expertise of specialists in their office to solve the difficult problems that would otherwise eat up time and money.

In this infographic, we take a closer look at how mobility in the field services industry is growing, and how this trend will lead to an overall improved customer experience and increased productivity for both technicians and field service companies.

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Topics: knowledge management, mobility, field services, infographic

What the Top 50 Tech Services Companies Can Tell Us About The Industry

Posted by Thomas Lah on 8/22/14 6:30 AM

Since 2005, TSIA has been tracking service revenue and profit trends for the technology industry in our widely followed Service 50 index. We aggregate the financial performance of 50 of the largest global providers of technology services to identify service revenue and profitability trends, while also providing critical observations based on the current quarterly update.

In recent history, these trends have very clearly pointed to an increasing reliance on both service revenues and profits to sustain the health and growth of technology product companies.

Watch our recent Service 50 Q2 webinar, in which we identify the latest observations and trends for the technology services industry, complete with detailed data on how these top 50 companies are currently performing in Q2. Here’s a recap of some of the key points we covered. 

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Topics: service revenue, technology services

TSIA’s 2nd Annual Knowledge Management Survey Is Now Open!

Posted by John Ragsdale on 8/19/14 6:30 AM

I am pleased to announced that TSIA’s 2nd annual Knowledge Management survey is now open! Knowledge management (KM) is one of the most frequent inquiry topics from TSIA members across service disciplines. In fact, 24% of my inquiries over the last year were about KM and self-service, which is pretty impressive considering I cover 24 categories of tools and services in my research.

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Topics: knowledge management, TSIA Survey

Those Who Don't Offer Managed Services: Be Afraid. Be Very Afraid.

Posted by George Humphrey on 8/15/14 6:30 AM

The title may sound tongue-in-cheek, but there is a set of strong, fact-based data points that support the assertion that those that don’t offer managed services are risking the long-term health of their P&L.

In my second MS Pulse webinar of 2014, I revealed the market influence on managed services, focusing on several core MS Key Performance Indicators (KPIs) that all Managed Services Providers (MSPs) need to track, as well as some of the details on how companies are organizing their MS businesses.

Here is a snapshot of some of the data revealed.

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Topics: managed services, key performance indicator (KPI), managed services providers

TSW Conference: 90 Sessions + 125 Speakers + You = B4B Awesomeness

Posted by Technology Services Industry Association on 8/12/14 7:30 AM

Technology Services World 2014 Service Transformations is your most powerful and cost-effective way to learn, engage, and share strategies, best practices, and solutions to achieve Corporate Growth in the Age of Services.

Our power-packed schedule will help you understand the shift to B4B and provide you with a road map for successfully navigating your future. View the infographic below for an overview of how to thrive in what is the most challenging, exciting, and revolutionary time in our industry.

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Topics: B4B, keynote, infographic, Technology Services World Conference

Three Steps to Finding Knowledge Sharing-Ready Team Members

Posted by Adam Krob on 8/7/14 7:00 AM

Michael Stipe sang (in the song “King of Birds”) that “standing on the shoulders of giants leaves me cold.” Stipe was referring to Sir Isaac Newton’s statement that humans can best move knowledge forward together; building on the knowledge of those who came before. Personally, I find standing on the shoulders of giants exciting and rewarding. I actively look for "shoulder standers." Their commitment to sharing and improving knowledge will make your team even more successful.

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Topics: knowledge management, organizational culture, knowledge sharing

Predicting Ability to Scale Support Services: Webinar Recap

Posted by Judith Platz on 8/5/14 6:30 AM

In traditional tech support, there’s a virtual pendulum of priority that swings back and forth from “customer experience” to “cost reduction”. While we want to make sure we’re doing everything possible to make our customers happy, we also need to be aware of our need to watch costs and be more efficient in our processes. However, we never want to cut costs so much that we end up negatively affecting the customer experience. Before we can scale support and success services for better revenue generation, we first need to better optimize the organizational capabilities of the people, technology, and processes that make it all happen.

 In this webinar, we discuss TSIA’s organizational capabilities model, which will help you better visualize the answer to the question, “Do you have the organizational capabilities to meet the challenge?” 

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Topics: customer success, support services, service revenue generation, technology support services


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