Posts Tagged ‘TSIA’

Could Your Customers Survive Without a Maintenance Agreement?

June 21, 2011

In a recent workshop focused on Defending Maintenance & Support Pricing we had a great discussion about the value of the maintenance agreement for technology services. The consensus was that customers are putting pressure on technology suppliers to lower their service prices and are threatening to drop their maintenance agreements all together. If this happened it would have a major impact to the finances of all tech companies. But, will it ever happen? Will customers decide to “self insure” and not pay the service fees just to reduce their total operating expenses? I don’t think so! If they do it could have catastrophic results! (more…)


Getting the most out of industry conferences

May 31, 2011

I recently attended the Technology Services Industry Association (TSIA) conference and had a great experience.  This was the first time that I was an actual “attendee” since founding the Service & Support Professionals Association (SSPA) over 22 years ago.  The SSPA has evolved into the TSIA and the conferences are still filled with tons of great content.  Although I am no longer an employee of the TSIA, I am still their biggest supporter and a strong advocate of industry associations in general.

Setting Tech Support Priorities

February 12, 2010

Often I get TSIA member inquiries about setting priorities for tech support issues.  These questions are from members who want to validate the priority schemes that they are using and ensure that they are aligned with the industry.  Below you will find an audio PowerPoint presentation that addresses this topic.  Just watch in presentation mode, turn your speakers up, and listen to my discussion of this interesting part of service operations.

Setting Tech Support Priorities

Resolution Management – Tech Support’s Silver Bullet?

January 18, 2010

The more I study the tech support business, the more I realize that there is no Silver Bullet for tech support.  There is not “just one thing” that you can do that makes all things right, makes customers loyal, and makes your people happy.  The closest thing that I can find is an intense focus on Resolution Management and all of the elements contained within.  It just makes sense that if we can fix issues faster both customers and your people will be happier.  A strong commitment to resolving issues, as a top priority will ensure that everyone involved in the process is aligned.  But, this is not a simple task!  In fact, resolution management can be an all-consuming nightmare if it is not approached in the correct way.  Just have a look at my blog post, “Fifteen Factors that Affect First Call Resolution (FCR) in Tech Support” (more…)