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How to Survive a Tsunami of Service Requests

Many service organizations are handcuffed by rigid, overly complicated systems and processes. Service teams often need to access 3 to 5 disparate applications to help customers and users, limiting their ability to improve service delivery and satisfaction. IT or business changes further magnify the challenge when it leads to potential service disruptions, prompting a flood of customer and user calls.

In this webinar you’ll learn how this customer increased its flexibility and streamlined its operations to handle large demand spikes and improve call coverage — without increasing costs. Hear directly from David Mora, Sr. Manager, IT Support Services at the second-largest staffing company in the United States.

Mr. Mora will share how his organization was able to:

•Boost agent efficiency
•Increase customer satisfaction and loyalty
•Improve service responsiveness and coverage
•Increase focus on the goals of the IT, HR and Customer Service departments
•Handle a greater than 6-fold increase in daily call volume with no additional staff
Recorded Dec 10 2015 58 mins
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Presented by
David Mora, Senior Manager IT Support Services, HEAT Customer ǀ Mike Heberling, Solutions Director, HEAT Software
Presentation preview: How to Survive a Tsunami of Service Requests

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  • Title: How to Survive a Tsunami of Service Requests
  • Live at: Dec 10 2015 7:00 pm
  • Presented by: David Mora, Senior Manager IT Support Services, HEAT Customer ǀ Mike Heberling, Solutions Director, HEAT Software
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