Learn How to Measure and Improve Self-Service Success and Deflection

Posted by Technology Services Industry Association on 10/4/16 5:00 AM

Join us Friday, October 7, for a free support services virtual summit on self-service service success and deflection, hosted by TSIA and our partners, Coveo and DB Kay & Associates, Inc. During this 4-hour event, guest speakers from Extreme Networks, Hewlett-Packard, Informatica, and more, will discuss how their companies are currently measuring success and deflection in their self-service offering, as well as share self-service best practices and learnings you can apply to your own organization.

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Topics: metrics, support services, summit, self-service support

[Infographic] 3 Crucial Metrics Managed Services Providers Should Be Measuring

Posted by George Humphrey on 7/28/16 6:30 AM

Over the past few years, there's been a significant increase in the amount of service revenue coming from managed services, making it the fastest growing service line in the technology industry. With so much growth and activity, it’s important that all managed services providers (MSPs) understand exactly which critical metrics and key performance indicators they should be monitoring to track their overall performance, as well as how those figures will evolve over time.

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

Services Support Metrics: Jointly Creating a Standard

Posted by Phil Verghis on 10/6/15 9:00 AM

It’s pretty ironic that the simpler and more elegant a solution is for your customers, the more difficult it is for you to consistently deliver on that promise. This is particularly true when you provide services in the “cloud” or depend on other company’s clouds to deliver your offerings.

In a world where customers increasingly judge your support against best-in-class consumer support, how do we support executives give customers a superior experience, employees a rewarding work culture, and continue to scale massively, all without breaking the bank?

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Topics: metrics, support services, data analytics

Reading the Tea Leaves: Use Customer Surveys to Effect Culture Change

Posted by Francoise Tourniaire on 12/14/14 1:21 PM

12 Days of Insights 2014: Day 5

To celebrate the holiday season, we’re giving the gift of knowledge! Join us as we share our favorite posts from top technology services thought leaders in our 12 Days of Insights blog series.

How would you like to increase your customer satisfaction ratings for six months straight while (not coincidentally!) reducing resolution time by 50 percent? One of my clients did, and you can too, by following these five relatively straightforward steps that link the operational processess of your support team and customer satisfaction. With a little effort and persistence, you'll be well on your way to changing your organizational culture for the better. 

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Topics: support, metrics, customer satisfaction, organizational culture, customer support, 12 Days of Insights, optimization

Participate in the Adoption, Consumption and Outcome Metrics Survey!

Posted by Jeremy DalleTezze on 12/3/14 6:30 AM

TSIA's 1st Annual Adoption, Consumption, and Outcome Metrics Survey is now open! Big data and analytics have been leveraged by B2C companies for over a decade, and B2B companies are starting to catch up quickly – but how quickly? At TSIA, we have challenged our members to develop analytic capabilities, particularly consumption analytic capabilities to optimize services, create new offerings, and help their customers achieve specific outcomes. This survey will determine the current analytic capabilities of tech services, and the resulting benefits.

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Topics: metrics, consumption analytics, customer adoption

Thinking Outside the Industry: Improve Performance With Benchmarking

Posted by Vele Galovski on 10/14/14 6:30 AM

In an ideal scenario, companies could put all daily operational duties aside in order to look to the future and develop a strategic plan for delivering breakthrough performance in the coming years. In reality, many operational leaders simply don’t have the time, luxury, or resources to look very far into the future while still maintaining their daily operation. This situation ultimately results in uniform improvement objectives, without consideration for current performance levels and opportunity to improve.

This is where benchmarking can play a vital role by helping companies to focus their limited resources to improve operational performance and identify their greatest opportunities. While measuring your company’s performance in the industry against your peers is important, looking at success stories outside of your trade can also give you valuable organizational tips for improving your operation.
(Tweet this!)

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Topics: metrics, benchmarking, field services

OK, Our Metrics Are Broken. So What Can I Do?

Posted by David Kay on 8/8/13 6:28 AM


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Topics: customer success, metrics, customer satisfaction, service level agreement (SLA), TSIA Partners


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