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(EMAILWIRE.COM, October 18, 2010 ) LAS VEGAS, NV -- Five pre-conference professional development courses kicked off the learning sessions at Technology Services World (TSW) today in Las Vegas. TSW, being held October 18–20, is the industry’s premier technology services conference, and is hosted by the leading professional association of the technology services industry—TSIA. Service and support experts have converged for this three-day event to discuss the hottest topics in tech services: Value-Added Services, Services for Cloud Computing, and Services Transformation.
The pre-conference courses, presented by TSIA featured faculty, were held from 8 a.m. to 2 p.m. and covered the industryÂ’s hottest topics: implementing a best-in-class CEM strategy, creating real business value for customers, getting the most out of knowledge management, improving call center performance, and effectively managing service professionals.
The pre-conference roster included:
• “Best Practices for Building a Customer Experience Management (CEM) Strategy to Strengthen and Grow Your Customer Base,” by Dennis Gershowitz, principal, and Bill Moore, director, DG Associates.
• “Creating Business Value Changes Customer Perceptions and Wins More Business,” by Kyle Andrews, partner, Pretium Partners.
• “Making Knowledge Work for You: Best Practices in Support KM,” by David Kay, principal, DB Kay & Associates.
• “Support Center 101: Back to Basics Bootcamp,” by Sharon Pettigrew, principal, and Tom Minick, principal, Call Center Group.
• “Talent Management for Service Professionals,” by Karen Travis, president and CEO, Sigma Performance Solutions.
Technology Services World is the preeminent source of learning and peer networking in the services industry. More information on this event can be found at http://www.technologyservicesworld.com.
About TSIA
TSIA is the leading association dedicated to advancing the business of technology services. Technology services organizations large and small look to TSIA for world-class benchmarking and research, exceptional peer networking and learning opportunities, and high-profile certification and awards programs. http://www.tsia.com.
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TSIA
Suzanne Hite
410-774-5322
suzanne.hite@tsia.com 
Source: EmailWire.com
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