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TSIA Webcasts Home Page
Access
Both Live and On-Demand TSIA Webcasts
TSIA Webcasts provide the TSIA community with a valuable resource for in-depth information on support industry trends, best practices, and the most innovative support technology solutions. The TSIA webcasts team works in conjunction with TSIA experts and researchers, industry practioners, noted consultants and technology providers to bring you the latest, most compelling information available in the industry today.
For a complete list of all upcoming TSIA Webcasts and links to on-demand events, view and bookmark this page which is updated regularly.
For a list of featured TSIA speakers on partner webcasts, click here.
| Upcoming Live TSIA Webcasts |
Thursday February 11, 2010; 9am PST / 12pm EST |
Social Media in Context: A Strategy for Technology Services
TSIA Member Webcast: Register Here
You will need your user id and password
If you believe that change is the only constant in technology, then you’ll want to attend this 60-minute webcast, where you’ll learn how social media—the biggest change agent for communication since the advent of the Internet—will impact your technology services business.
This session will explore compelling examples from Yahoo on how they have implemented social media strategies to great effect for servicing and engaging both their staff and customers. We will delve into the critical success factors for successful social media implementations, reveal key results from a recent TSIA member survey on the topic, and outline a five step “how-to” guide that will get you started down the path of least resistance in structuring your social media tools, people, and processes.
In this exclusive, TSIA members-only web event you will learn:
- What’s happening “behind the scenes” in social media at Yahoo
- Which people, processes, and technologies will make your social media program a success
- A five step action plan for implementing social media in your organization
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| Featured TSIA Speakers - Partner Webcasts |
Tuesday, March 30, 2010; 11am PST / 2pm EST |
Metrics that Wow! How Coremetrics Became the Customer Service Model of Success
Parature Webcast with Guest Speaker, John Ragsdale, VP of Technology Research, TSIA
A customer-centric culture has never been more important to organizations than it is today and the most successful customer service organizations have realized the criticality of the customer experience, as well as the need to make organizational changes to improve it.
But how do you facilitate an organizational shift? How do you recognize the need for change, develop a plan, determine customer & business impact, and get results? How do you achieve key support metrics such as?
- Customer satisfaction improved to 90%
- Agent responsiveness is up to 92%
- Agent product knowledge grew to 91%
- Customer loyalty jumped to 93%
Join us for this eye-opening webinar to discover how organizations can reduce their cost to provide service while increasing customer satisfaction by investing in technology and implementing internal change. |
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