HCL - Transforming the Customer Experience through Professional Troubleshooting

Presented by

Robert Barker

About this talk

HLC Software is transforming its Customer Support Organization with Kepner Tregoe. Learn how by attending this webinar: • Maximizing the return on your training investment through on-the-job application, making the learnings anchored and intuitive. • Applying targeted real-time coaching to steepen the learning curve and ensure continued development of strong troubleshooting skills • Embedding critical behaviors in your processes and workflows • Realizing a 10-20% increase in customer satisfaction About our presenter: Rob Barker works as an Education Lead for HCL Software Support and is responsible for developing analytical and communication skills in their Worldwide Support teams. A qualified Kepner-Tregoe Program Leader, Rob draws on his more than 25 years of troubleshooting experience in software support to create engaging workshops that challenge engineers to think clearly before acting. Before joining HCL, he worked at IBM, Infor, and SSA Global Technologies as a support manager and engineer. Rob brings multicultural expertise to his worldwide role with a career based in the Asia Pacific Region.

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