Beyond membership, TSIA offers a variety of diagnostic evaluations and certifications through our Operational Best Practices (OBP) programs. These rigorous assessments allow technology companies to accurately measure all aspects of their customers’ technical support experience, from their interactions with their people, processes, and technology, as they strive to provide the best customer experience and establish themselves as an industry leader in customer satisfaction.
As the first company in the history of the program to receive ten consecutive certifications, we'd like to honor Cisco Systems in receiving the J.D. Power Certified Technology Service and Support certification, which was jointly developed by TSIA and J.D. Power to measure dedication to service excellence. We asked Cisco's Joe Pinto, SVP, Technical Services, to share with us some of his thoughts on what this Operational Best Practices program has done for their organization and for their customers.