Customer Service: Maximizing Service Management Beyond IT

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