Customer Service Wins Big at Technology Services World Conference

The Technology Services Industry Association (TSIA) awarded several Impact Learning Systems’ clients with the prestigious Support Staff Excellence (SSE) designation at the Technology Services World conference in Las Vegas, Nevada.

The SSE designation is awarded to companies who have made significant improvements in key service metrics such customer satisfaction, resolution time, and customers’ willingness to recommend to peers, through an industry certification program sponsored by TSIA.

Award designations for Fall 2012:

• Avaya – Level 1 Certified Support Staff Excellence Center

• Cisco Australia – 2nd Year Re-certification, Level 1 Certified Support Staff Excellence Center

• CorpTax - 2nd Year Re-certification, Level 2 Certified Support Staff Excellence Center

• HP GSD - Level 1 Certified Support Staff Excellence Center

• Mako Surgical - 2nd Year Re-certification, Level 1 Certified Support Staff Excellence Center

According to Malcolm Carlaw, Executive Vice President of Impact Learning Systems, “Customer experience is such an integral part of the value proposition that companies offer. The Support Staff Excellence Awards that these companies received are well deserved. They have worked hard to see real changes in the support they offer clients. The results are not only more loyal customers but better margins. It is not surprising that many of these companies are leaders in their industries.”


Impact Learning Systems provides support center assessments, customer service training, and consulting services to improve support center operations and customer satisfaction. Their support center and field service programs are the approved training courses for TSIA’s individual CSP-I, CSP-II, and CSP-M certifications. Qualifying companies are eligible for TSIA’s Certified Support Staff Excellence Center designation. This industry designation is recognized as the standard of service excellence for support organizations. It is awarded at TSIA’s spring or fall conference. Impact’s support center assessment and consulting services are available to companies wishing to better align their support operations with company objectives and advance their service offering to the next level.

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