PALO ALTO, CA — (Marketwired) — 11/04/13 — Tricentis, a global leader in enterprise software testing solutions, today announced that it was recognized as a Certified Support Staff Excellence Center on October 23 at the (TSW) Service Transformations conference in Las Vegas.
The (TSIA) and (ILS) have collaborated to offer this formal recognition for companies that achieve certification in the (SSE) program. Support Staff Excellence, offered by TSIA and delivered by ILS, 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. As a result of their achievements through the SSE program, Tricentis achieved the “Certified Support Staff Excellence Center” designation.
“We are glad to honor Tricentis for achieving this high industry standard,” said Tom Rich, senior vice president of programs for TSIA. “TSIA-s Support Staff Excellence program focuses on the key drivers in attaining, motivating, and maintaining first-rate talent. Having earned the Certified Support Staff Excellence Center designation, Tricentis has demonstrated a lasting commitment to service excellence, 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 .
“Our global customers are under a great deal of pressure to accelerate their software application testing without sacrificing quality,” said Wolfgang Platz, founder and Chief Product Officer, Tricentis. “Because of this, it is vital to deliver best-in-class support services so our customers get immediate assistance when needed. This recognition is a testament to our excellent team and world-class online support site, which has helped us maintain a 98 percent renewal rate amongst customers.”
The TSW conference is the preeminent source of learning and peer networking in the services industry and is hosted by TSIA, the leading association for today-s technology services organizations. ILS is a provider of industry-accredited customer communications training for front-line technical support and field service professionals. Companies typically initiate the SSE program to achieve a change in a particular business metric such as customer satisfaction or first-time resolution.
Tricentis provides the leading enterprise software testing solutions for Global 2000 companies to accelerate business innovation. The unique Tricentis approach of business optimized software testing enables enterprises to achieve unprecedented automation rates while minimizing business-related risks. Tricentis solutions empower organizations to systematically align software testing with business needs, so they can harness technology change while optimizing cost and efficiency. The company-s more than 400 customers include global brands such as Allianz, BMW, Deutsche Bank, HBO, Orange, Siemens, Southwest, Swiss Re, and UBS. Tricentis also has the highest customer renewal rate in the industry, at more than 98 percent, and its industry awards include Best in Test 2013. Gartner recognizes Tricentis as a visionary in the recent 2013 Magic Quadrant for Integrated Software Quality Suites. A fast growing, privately held company, Tricentis has offices in Austria, Germany, Switzerland, the UK, the Netherlands, the United States, Australia, and Singapore. To learn more, visit or follow us on , and .
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 midsize businesses in four major markets: enterprise IT & telecom, consumer technology, healthcare & healthcare IT, and industrial equipment & technology. TSIA-s editorial blog, , is widely recognized by technology service professionals for providing thought leadership and insights into industry trends and best practices. Visit us at , follow us on Twitter , or like us on and the .
As industry leaders in understanding and improving the representative/customer interaction, Impact Learning Systems offers training, consulting, and customized services to help the world-s most successful companies build top-performing teams. Visit Impact Learning Systems at .
Brad Langley
Trainer Communications
415.205.2656
Suzanne Hite
TSIA
410-774-5322
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