John Ragsdale

John Ragsdale

John Ragsdale is vice president of technology research at the Technology Services Industry Association (TSIA). John has spent more than 25 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. 

Articles by John Ragsdale

Tech support organizations were able to quickly scale up work-from-home workforces without negative impacts.
Posted May 14, 2020

There's an abundance of digital customer interaction tools that can replace the in-person experience, but choosing the right one will take some effort.
Posted April 09, 2020

Customers are adopting a wide variety of channels for contacting customer service, and many of them are digital.
Posted January 24, 2020

Though interest continues to grow, opportunities for customer self-service still abound.
Posted October 25, 2019

Making content useful and available is a key to increasing the use of self-service support options.
Posted August 08, 2019

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