While much has changed this year for support centers—which consist of service desks, help desks, and desktop support—we must also remember that a lot has changed for the customers we serve, as well. They may lack the proximity of colleagues to answer simple questions, and distractions may be an issue if they are working from home. To meet and exceed customer expectations, support centers must be increasingly flexible in meeting demand as IT customers and end users work from home or return to the office—or some mix of both.
In this webinar, you will learn:
- How changing customer environments impact channel mix, working hours, and expectations.
- Increasing use of third-party cloud services and personally-owned devices requires a broader knowledge of interoperability.
- External stressors drive customers' psychological needs for fast, secure, personalized service.
Who Should Attend:
- Service delivery managers
- IT Help Desk managers
- Service desk/support center directors, managers, supervisors, and team leads who are responsible for providing the level of service required by customers
Speakers:
Rae Ann Bruno, President, Business Solutions Training, Inc.
Marie Ruzzo, Director, Customer Engagement & Support Solutions, LogMeIn
Moderator:
Andrew Gilliam, Associate Analyst, HDI and ICMI