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Ragsdale’s Eye on Service

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TSIA’s 2015 Knowledge Management Survey is NOW OPEN!jragsdaleKM Potential

Mon, 03 Aug 2015 14:52:34 +0000

I’m pleased to announce that TSIA’s 4th annual Knowledge Management Best Practices Survey is now open, and will remain open until midnight August 31st. This survey is open to the public–not just TSIA members–and includes some questions to cover all service areas, including customer support, field service, professional services, and more. While many of the […]

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Testing for Empathy as Part of Support Employee ScreeningjragsdaleFour Common Support Personalities

Wed, 01 Jul 2015 14:31:28 +0000

A few weeks ago I was giving a speech in Minneapolis, and an audience member told me afterwards that she had read my book, “Lessons Unlearned,” and incorporated my content on common personality types in customer support into their employee screening process. In the book, I talked about the four personality types I found in […]

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Recapping TSW: What I heardjragsdale

Wed, 13 May 2015 16:27:17 +0000

Last week at Technology Services World, I spent one entire day in a conference room doing about a dozen 1:1 meetings with attendees. I always keep Tuesday at our conferences clear for these conversations, and TSIA’s amazing Susie Hiner fills up my calendar as attendees ask about meetings. It can be exhausting, and I admit by […]

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Congratulations to the Winners of the 2015 Vision Awards: Blackbaud, Knowledge Factor and Compellonjragsdale

Tue, 12 May 2015 11:43:56 +0000

At the close of last week’s Technology Services World, TSIA held its sixth annual Vision Awards at Service Revolutions competition. This event is a services technology spin on American Idol, with companies having a short window to give a live demonstration on cool and innovative tools or processes that improve service for customers. The audience […]

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TSW Day 2: Top Attended Sessionsjragsdale

Wed, 06 May 2015 16:56:33 +0000

Yesterday at Technology Services World was a full day of conference sessions. There were more than 50 sessions, with as many as 14 concurrent sessions at a time. The top attended breakout had 166 people–an impressive number considering how many other topics were competing for attention. All of the five top attended sessions from yesterday […]

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TSW Day 1: Top Attended Sessionsjragsdale

Tue, 05 May 2015 15:44:24 +0000

Yesterday was the opening day of Technology Services World, and our intrepid events manager, Christi Holzer, sent me the number of attendees for each of the breakout sessions. I always like to publish this info, as clearly people vote with their feet, and the sessions with the highest attendance represent the hottest topics and/or most critical […]

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TSIA 2015 Technology Heatmapjragsdale2015 Heatmap

Tue, 05 May 2015 14:34:08 +0000

Yesterday at Technology Services World, my Power Hour presentation was on the results of my 2015 Global Technology Survey. To show the high level findings, each year I create the Technology Heatmap, which is color coded to show adoption levels of various technologies. Here’s a look at the Heatmap: The following categories all had adoption gains […]

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TSIA Technology Services World: Day 1 Previewjragsdale

Mon, 04 May 2015 13:37:04 +0000

Today kicks off our Technology Services World Conference at the Santa Clara Convention Center. We are expecting over 1,000 attendees–our largest Spring event ever! The theme of the event is “Driving Adoption and Outcomes,” with a big focus on customer success (more on that later in the week), and the shift toward outcome-based services. The […]

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LogMeIn’s Rescue Lens Puts Tech Support Virtually In the Customer’s Home or Officejragsdale

Tue, 24 Mar 2015 15:56:18 +0000

Today LogMeIn announced a new product, Rescue Lens, bringing the power of live interactive video to the support center. How many hours have been wasted talking to customers on the phone, trying to figure out what’s wrong, or walking them through a complex procedure they aren’t understanding? How many times has the call center agent said […]

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3 Ways Search Is Saving Customer Support: View the OnDemand Webinarjragsdale

Thu, 05 Mar 2015 12:50:19 +0000

Yesterday I had the pleasure of co-presenting a webinar with one of my very favorite speakers, Diane Berry, Senior VP of Market Strategy for Coveo. Diane was a past winner of our TechFutures event and is always a dynamic speaker with great content. We had big attendance for yesterday’s webinar, and the OnDemand version is now […]

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