Tech Companies Achieve Certified Support Staff Excellence Center Designation from TSIA

Industry Pioneers Honored for Commitment to Outstanding Customer Service through Staff Development

SAN DIEGO and LAS VEGAS, October 17, 2012 – The Technology Services Industry Association (TSIA), the leading association for today’s technology services organizations, announced that Avaya, Cisco, Corptax, HP Software, and Mako Surgical have been certified as Support Staff Excellence Centers. These top organizations were honored at today’s closing ceremonies of the Technology Services World 2012 Service Transformations conference in Las Vegas.

TSIA and Impact Learning Systems (ILS) have collaborated to offer this formal recognition for companies that achieve certification in the Support Staff Excellence (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.

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.

Certified SSE Center designations for Fall 2012 include:

  • Avaya Global Support ServicesCertified Support Staff Excellence Center, Level I, First Year.
  • Cisco Global Technical Support Centre (GTC) Asia-Pacific/AustraliaCertified Support Staff Excellence Center, Level I, Second Year.
  • CorptaxCertified Support Staff Excellence Center, Level II, Third Year.
  • HP Software Global Support DeliveryCertified Support Staff Excellence Center, Level I, First Year.
  • Mako SurgicalCertified Support Staff Excellence Center, Level I, Second Year.

“We are glad to honor these leading organizations for their achievement of 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. With their Certified SSE Center designation, these organizations have exhibited 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 More information on TSW, the premier conference event for technology services professionals, can be found at


About TSIA
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 and telecom, consumer technology, healthcare and healthcare IT, and industrial equipment and technology.


Media Contact:
Suzanne Hite