2020 and 2021 presented more challenges and hardships than any of us were prepared for. But if we look closely there were some positives among all that adversity, as technical support is considered essential. The challenges we faced forced an open mind set, creativity and agility. I think we have done very well. TSANet wants to ensure that tech support organizations are prepared to keep their clients’ businesses running as smooth as possible.

Agenda:

• TSANet Strategy Workshop – The team created a SWOT (Strengths, Weakness, Opportunities and Threats) list as input to the strategy. All regional focus groups will provide similar feedback as part of the new TSANet 2023 strategy creation.
• Best practices session: Improve resolution time – With increased focus on maximizing uptime, recognizing faster resolution time is an important factor to achieve higher product utilization and correlates with higher CSAT ratings. The team discussed in depth the variables that influence resolution time and how to achieve faster resolution times.

• The feedback from the participants was very positive. All participants were impressed by the actuality of the topics, the knowledge and openness of the speakers and the inspiring discussions during the workshop.
• The next online meeting will be in Q4/2021

If you are interested in participating, please contact Rainer Zielonka at rainer@tsanet.org