Customer Service: Maximizing Service Management Beyond IT

Presented by

Paul Kelsey, Kifinti Solutions Inc. & Mike Heberling, HEAT Software

About this talk

Customer Service: Maximizing Service Management Beyond IT There is a distinct need for a tech support staff with a desire for supporting customers with immediacy and social intelligence— creating a better connection in a digital world. Both internal and external customers are utilizing more communication channels and more devices now than ever before. The mobile workforce, remote work, consumerization, increased self-service, and emerging technologies have all played a part in creating the demand for better ways to serve customers and users. Join us for this Customer Service webinar & learn: Instant information to clients - Workflow to run based on known and secure criteria - Voice system knows everything the Service Desk knows Multiple communication channels - Integration and capabilities - Omni Channel - Single message representation Distributed Support/Telecommuting - Globalization - Repatriation of Call Centers Voice of the Customer Score - Personalization of Interaction and Routing - Custom Surveys based on Service and Category Auditing and Compliance - Reporting on actual effort for Labor Law compliance Who should attend? - VP of Support - IT Service Desk managers - Desktop Support managers

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HEAT Software (formerly FrontRange) is a leading provider of Hybrid IT Service Management (ITSM) and Client Management/ Unified Endpoint Management software solutions for organizations of all sizes. With our suite of HEAT applications, HEAT Software is the only company in the world that provides, from a single platform, Service Management and Unified Endpoint Management software on-premise and in the cloud. HEAT manages millions of service interactions and millions of endpoints every day for thousands of leading organizations across IT, HR, Facilities, Finance, Customer Service, and other enterprise functions. Our customers deliver world-class service while maximizing operational efficiencies with reduced cost and complexity. HEAT Software is headquartered in Milpitas, Calif., and can be found at