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Published byBrittanyin Member Resourceson Mon, 12/09/2013 - 08:53

The new TSANet strategy is based on feedback from our members and will enhance how members collaborate and provide support in multi vendor environments. The strategy is designed to address the core requirements of our members.

Published byBrittanyin Member Spotlighton Tue, 12/03/2013 - 09:12

As we approach the end of our 20th year anniversary, TSANet wanted to put the spotlight on our Premium members. This exciting new initiative is called the “Member Spotlight,” which is a great opportunity to recognize a company’s customer support organization. The first member to be showcased in the Member Spotlight is DataCore Software. TSANet interviewed Nick Broadbent, Vice President of Global Services and Wendy Stutzman, Director of Technical Support at DataCore Software.

Published byBrittanyin Member Resourceson Tue, 11/26/2013 - 09:48

During the recent TSANet training event, two separate roundtable sessions covered the topic of integrating support organizations. The goal of the roundtable sessions was to identify best practices and provide a set of guidelines for successful integration.

Published byBrittanyin Member Resourceson Tue, 11/19/2013 - 14:10

During the recent TSANet training event, two separate roundtable sessions covered the topic of premium support and how to build out and manage that function within a support organization. The goal of the roundtable sessions was to identify best practices that could be shared with TSANet members.

Published byBrittanyin Member Resourceson Wed, 11/13/2013 - 12:55

During the recent TSANet training event, two separate roundtable sessions covered the topic of Knowledge Management. The goal of the roundtable sessions was to identify best practices, challenges and opportunities with multi vendor knowledge management. Greg Oxton, Executive Director of the Consortium for Service Innovation was the though leader for these sessions.

Published byBrittanyin News & Eventson Tue, 11/05/2013 - 09:17

The service and support industry has never supported a strong quantity of shows. With travel budgets scrutinized, the support industry focuses on one general area: How can we provide better support to our customers? The 2013 TSW Vegas show managed to pull in over 1,000 attendees and was one of the best in recent years. You could argue that you should attend TSW because it’s the only major trade show in in the support industry. However, TSANet attends for several reasons.

Published byBrittanyin News & Eventson Fri, 11/01/2013 - 09:12

TSANet (Technical Support Alliance Network), the industry’s largest vendor-neutral support alliance, announced today that Mary McCoy, Vice President of worldwide Server – Support, Technology Services (TS) was appointed to the TSANet Board of Directors. Ms. McCoy was appointed to fill a vacant seat by a unanimous vote of the existing Board.

Published byBrittanyin Member Resourceson Wed, 10/23/2013 - 08:48

During the recent TSANet training event, two separate roundtable sessions covered the topic of custom groups. The goal of the roundtable sessions was to identify best practices, challenges and next steps. During the roundtable sessions the following topics were discussed

Published byBrittanyin News & Eventson Tue, 10/22/2013 - 09:09

So what is trending at the TSIA show? Yes, the classic revenue source of product-based support maintenance services are drying up. We’ve heard that before but, where it’s not unlike prior data points made about consumption based models transforming the traditional service models, there’s another trend I’ve not heard before.

Published byBrittanyin Partnerson Wed, 10/16/2013 - 08:41

TSANet (Technical Support Alliance Network), the industry’s largest vendor-neutral support alliance, has partnered with Hubcase to pilot member-to-member collaboration between existing CRM systems. Hubcase provides a solution that allows different organizations one-click collaboration on support cases, while each organization still uses its own, existing case management system.

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