John Ragsdale

John Ragsdale

John Ragsdale is vice president of technology research at the Technology Services Industry Association (TSIA). John has spent more than25 years in the customer service industry, as a technical and call center manager, in marketing and product management roles for knowledge management and CRM vendors, and as an analyst for Forrester Research and now TSIA. John's first book, Lessons Unlearned: 25 Years in Customer Service, was published in 2012.

Articles by John Ragsdale

Is your company frequently ripping and replacing knowledge management systems? Consider these suggestions instead.
Posted December 15, 2014

A TSIA survey reveals that a majority of respondents prefer self-service to other channels, but few are finding what they need.
Posted September 24, 2014

Knowledge management and analytics are also projected to garner high adoption rates.
Posted June 16, 2014

Don't try to solve product problems via Twitter or Facebook. Instead, move the conversation to direct messages or email, out of the public eye.
Posted March 18, 2014

Professional Services Automation can improve project profitability by providing details about consulting engagements including customer history. Here's how to get customer background and technical details at your fingertips.
Posted November 12, 2013

Field service automation vendors are providing rich mobile applications, including native smartphone and tablet applications. To reach the next level of success, here are some suggestions to accelerate mobile strategies.
Posted August 19, 2013

A recent TSIA survey predicts that double-digit percentages of companies are planning additional purchases spending. The biggest areas that will see increased funding include building online communities and more incident management.
Posted May 28, 2013

Posted March 11, 2013