Tim Flannery, senior director of TSIA’s research and advisory support services, recently spoke with Syd Garrett, Director, Global Service Delivery Excellence and Bill Beach, Senior Manager, Global Quality at Cisco Systems to interview them for their upcoming TSW Santa Clara conference breakout session on the topic of J.D. Power/TSIA CTSS do’s and don’ts.
In this session, attendees will learn:
- Best practices in preparing for a J.D. Power/CTSS program
- About potential pitfalls on the road to a J.D. Power/CTSS certification
- Lessons learned from a continuous improvement program
Read the interview at Tim’s blog, Support Time.
John Ragsdale, our VP of technology research, has been conducting interviews with our Professional Development faculty in his blog, Eye on Service. Please visit the following link to read his lastest interview:
Creating a Customer Experience Management (CEM) Strategy: A Conversation with Dennis Gershowitz
Creating successful support communities, efficient and effective knowledge management, enhancing customer satisfaction and loyalty, fostering cross-cultural teamwork, getting marketing support for services—these are topics important to TSIA members. These also are the topics you’ll find when choosing to attend a Pre-Conference Professional Development Course.
John Ragsdale, our VP of technology research, recently interviewed two of our instructors. Please visit the following links to read his interviews:
Calculating the ROI of Community Projects: A Conversation with Francoise Tourniaire
Innovation from Cross Cultural Teamwork: A Conversation with Melissa Lamson
Just a quick reminder that January 16th (this Sunday!) is the deadline to save 30% on conference registration for TSW Silicon Valley May 2-4.
Our conferences are top-rated. Don’t just take it from us — hear from our members!
