SOURCE: Technology Services Industry Association (TSIA)

Technology Services Industry Association

October 21, 2015 18:00 ET

TSIA Recognizes Certified Support Staff Excellence Center Honorees

Industry Pioneers Honored for Commitment to Outstanding Customer Service Through Staff Development

LAS VEGAS, NV--(Marketwired - October 21, 2015) - The Technology Services Industry Association (TSIA), the leading association for today's technology services organizations, today announced that nine technology companies have been newly certified as Support Staff Excellence Centers, and six and have been recertified for 2015. These top organizations were honored at today's closing ceremonies of the Technology Services World (TSW) 2015 Service Transformations conference in Las Vegas.

TSIA and MHI Global have collaborated to offer this formal recognition for companies that achieve certification in the Support Staff Excellence (SSE) program. Support Staff Excellence, offered by TSIA and delivered by MHI Global, is a powerful staff development program that enables the delivery of a superior customer service experience through the development of the most critical service delivery resource a company has: its people.

The Certified Support Staff Excellence Center designation leverages performance metrics that ensure the entire service organization's staff internalizes key elements of the training program and can improve their interactions with customers on a sustained level.

Certified SSE Center designations for fall 2015 include:

  • Alcatel-Lucent Enterprise Communication Services - Certified Support Staff Excellence Center, Level I Certification
  • Alcatel-Lucent Enterprise Networking Services - Certified Support Staff Excellence Center, Level I Certification
  • Brightcove Technical Support Team - Certified Support Staff Excellence Center, Levels I & II Recertification
  • CallidusCloud - Certified Support Staff Excellence Center, Level I Certification
  • Corptax - Certified Support Staff Excellence Center, Levels I & II Recertification
  • DATTO - Certified Support Staff Excellence Center, Level I Certification
  • FireKing Commercial Services - Certified Support Staff Excellence Center, Level I Certification
  • Kaspersky Lab North America Corporate Customer Support - Certified Support Staff Excellence Center, Level I Certification
  • Kaspersky Lab EM and RussiaSTAN Customer Support - Certified Support Staff Excellence Center, Level I Certification
  • Marketo, Inc. - Certified Support Staff Excellence Center, Level I Recertification
  • nCino - Certified Support Staff Excellence Center, Level I Recertification
  • TeleTracking Technologies, Inc. - Certified Support Staff Excellence Center, Level I Recertification
  • Trancend Insights - Certified Support Staff Excellence Center, Level I Certification
  • Verisign, Inc. - Certified Support Staff Excellence Center, Levels I & II Recertification
  • Vology Service Desk - Certified Support Staff Excellence Center, Level I Certification

"We are glad to recognize these leading organizations for their achievement of this high industry standard," said Andrew Cromey, Vice President, Member Success for TSIA. "TSIA's Support Staff Excellence program focuses on the key drivers in attaining, motivating, and maintaining first-rate talent. With their Certified SSE Center designation, these organizations have demonstrated an unwavering commitment to service excellence and customer experience with highly connected and engaged employees driving customer satisfaction and retention."

SSE is based on a series of training programs for entry-level technical support and field service staff as well as supervisors and managers. The program follows a five-step design to drive service delivery efficiency improvements, reduce service staff attrition, and improve customer satisfaction scores. More information can be found at www.tsia.com/services-excellence/support-staff-excellence.html.

More information on TSW, the premier conference event for technology services professionals, can be found at www.technologyservicesworld.com.

About TSIA
The Technology Services Industry Association (TSIA) is the world's leading organization dedicated to advancing the business of technology services. Technology services organizations large and small look to TSIA for world-class business frameworks, best practices based on real-world results, detailed performance benchmarking, exceptional peer networking opportunities, and high-profile certification and awards programs. TSIA corporate members represent the world's top technology companies as well as scores of innovative small and mid-size businesses in four major markets: enterprise IT and telecom, consumer technology, healthcare and healthcare IT, and industrial equipment and technology. TSIA's editorial blog, Inside Technology Services, is widely recognized by technology service professionals for providing thought leadership and insights into industry trends and best practices. Visit us at www.tsia.com, follow us on Twitter @TSIACommunity, or connect with us on LinkedIn and Google+.

About MHI Global
MHI Global is one of the largest dedicated performance improvement companies in the world, bringing game-changing insight to sales performance, customer experience and leadership and management. MHI Global helps companies build and sustain successful, customer-focused organizations that drive profitable revenue and predictable top-line growth on a global scale. To learn more, visit our website, follow us on Facebook, Twitter, YouTube or Google+.

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