Introducing the TAC Leadership Exchange
A Peer-Led Forum for OEMs Operating Technical Assistance Centers
In the evolving world of aftersales and dealer support, Technical Assistance Centers (TAC) play a pivotal role. To support and strengthen this mission, MAPconnected is proud to introduce the TAC Leadership Exchange—a new peer-driven benchmarking forum for OEMs operating TACs across North America.
Designed to foster collaboration, this Exchange brings together leaders managing TAC operations for structured conversations around key performance indicators, best practices, and team optimization. Each discussion is facilitated by Mike Roberts of MR Insights, a respected voice in the aftersales and contact center space.
The Exchange is built to meet the real-world needs of its members. OEMs will set the agenda, prioritizing topics like:
- Contact strategies: inbound, outbound, and hybrid
- Organizational structure: contractor vs. OEM teams
- Team sizing, specialization, and performance ratios
- KPIs and SLAs: from CSAT to abandonment rates
- Contact volume trends and tech innovation
Upcoming Meetings:
• August 26, 2025 | 1:00–2:00pm ET | Virtual
• October 20–22, 2025 | In-person at the Vehicle Service & Warranty Lifecycle Summit
Future sessions will expand in 2026, with three-four annual touchpoints under consideration.
Whether you’re looking to improve team performance, explore emerging technologies, or compare your operational strategy with peers: the TAC Leadership Exchange is where it happens.