How Testing Lessons From Software Development Cut Customer Support Costs By 100X

Presented by

Shane Chagpar and David Frank of Kepner-Tregoe

About this talk

Shift-left is a concept that emerged in the late 90’s with the goal - to catch software defects early and remediate them before the cost became high. Join Shane and Dave for this informative webinar where you will learn a 7 step program on how to empower employees at the front of your customer service value chain to handle issues proactively resulting in a marked improvement of service. Results include reduced escalations, improved first-time fix rate and improved customer service. Ultimately a large reduction in cost is realized as valuable resources can focus on essential tasks and are free from fire-fighting. We call this concept “shift-down”. Agenda: 1)Shift-Left, it’s origins and impact on Software Development 2)Shift-Down, and what it means for Helpdesk, Incident and Problem Management 3)Stages and Techniques for Implementing your own Shift-Down Program 4)Question and Answer Period

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