Support Services typically employs about 8% of company employees and is increasingly responsible for platform-based customer retention and earning the right to expand the relationship by delivering a superior customer experience.

However, a huge challenge we’re seeing for tech companies today is the need to support ever-increasingly complex products in a broader ecosystem and having the right amount of support engineers, with the right skills, at the right time.

So the question is, what can we do to overcome that challenge and set support up for success to ensure they’re able to deliver the experience customers expect? Watch this webinar to find out!

During this webcast, Randy Mysliviec, President and CEO of RTM Consulting and Vele Galovski, TSIA’s VP, Support and Field Services  discuss:

  • Effective methodologies for resourcing support center(s) in a way that optimizes both cost and customer experience
  • Workforce planning processes to accurately forecast the skill sets required to deliver on future service revenues
  • Insights on how to optimize customer service and staff utilization through effective forecasting, scheduling, and staff management practices
Posted by / March 28, 2022