This content is currently only available to TSIA members.

If you believe you are seeing this message in error,
please let us know.

Dave Baca

Director, Support Services Research

Dave Baca is the director of support services research for TSIA. In this role, he provides membership and advisory designed to help member companies optimize their Customer Support organizations (including help desks, call center, and tech support) to achieve and deliver desired customer and organizational outcomes.

Top Support Services Advisory Engagements

  • Transforming Support Organizations
  • Support Services Knowledge Management
  • Support Services Talent
  • Motivating Support Services Teams
  • Building Best-In-Class Support Service Organizations
  • Support Channel Delivery Best Practices
  • Implementing Best-In-Class Voice of the Customer Programs

Research and Webinars

Check out the most recent Support Services resources.


The Layers of Customer Loyalty

Join TSIA’s team of support services research executives as they share benchmark data to provide insights on the three layers of customer loyalty.

White Papers

On-Premise to Cloud

This report discusses the role of support in transitioning from on-premise to the clould.