TSIA Honors Members for Their Achievement of Operational and Support Excellence


At a glance:

  • TSIA awards Alcatel-Lucent Enterprise customer service teams for third year in a row
  • Communications and Network Business Divisions recognized as offering Level 2 “Certified Support Staff Excellence Center”
  • Improved customer and channel partner exchanges tied to success from training and performance programs

TSIA Honors Members for Their Achievement of Operational and Support Excellence

Alcatel-Lucent Enterprise Customer Service Amongst the Operational Best Practices and Support Staff Excellence Honorees Recognized

ALE, operating under the Alcatel-Lucent Enterprise brand, today announced it has been recognized by the Technology Services Industry Association (TSIA), the leading association for today’s technology services organizations, for excellence in support services for a third year in a row. ALE was publicly recognized for achievements and having received certification in Support Staff Excellence and Operational Best Practices.

Support Staff Excellence (SSE), offered by TSIA and delivered by Miller Heiman Group, 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.

ALE achieved Certified Support Staff Excellence Center status for 2016 by demonstrating ongoing delivery of high quality customer service. The company’s efforts to reduce recurring ticket incidents, and fully complete ticket closure on customer cases improved customer satisfaction across four regions and global support centers. The certification is valid for three years. 

“We’re honored to publicly recognize and congratulate these leading organizations at TSW for their outstanding achievements this year,” said Thomas Lah, executive director of TSIA. “By going through these rigorous evaluation and certification programs, these companies have proven their dedication to excellence and their unwavering commitment to their customers.”

To learn more about TSIA’s Operational Best Practices and Support Staff Excellence programs visit the TSIA website at http://tsia.com/