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Customer Service: Changing Preferences and Evolving Technologies

In research conducted by HDI and Robert Half Technology on the technical support center of the future, industry professionals said they need a staff with a passion for supporting customers and with social intelligence—a human 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.

Attend this Customer Service Week webinar, presented by Dana Olson, senior IT manager at the Gavilon Group, to learn:
• Which support channels customers are choosing
• Why the combination of technology and people is more important than ever
• What contributes to a great service culture in the support center

According to the HDI 2015 Support Center Practices & Salary Report, 26 percent of the organizations that had an increase in customer satisfaction said that having a remote control tool was a factor in the increase.

Chris Savio, a senior product expert from Rescue by LogMeIn, will show how Rescue can facilitate connecting with customers on multiple platforms to resolve issues quickly and easily utilizing remote control software, whiteboarding, system diagnostics and push configurations.

Who should attend:
• IT service desk managers and leads
• Desktop support managers and leads
Recorded Oct 5 2016 53 mins
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Presented by
Dana Olson, Chris Savio, and Megan Selva (moderator)
Presentation preview: Customer Service: Changing Preferences and Evolving Technologies

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  • How Assisted Self-Service Will Power Up Support Recorded: Dec 11 2018 61 mins
    Chris Savio (Prompt.ai by LogMeIn); Roy Atkinson (HDI Moderator)
    IT and technical support would love for end users and customers to take advantage of self-service resources. End users and customers would love for self-service to be easier. Finding articles, videos, documents and other resources intended to make life easier for users—and for the analysts and technicians who support them—can be difficult and confusing.

    Next-generation tools are here, set to enable users and customers to get accurate answers quickly and easily and solve many common issues for themselves, allowing analysts to concentrate on more complex problem-solving and other tasks. Analysts can benefit as well, having powerful assistance at their command to find knowledge and implement solutions without making users and customer wait.

    What You Will Learn:
    - What “assisted self-service” means
    - Why self-service adoption can be a struggle
    - How next-generation tools can help both end users and support analysts

    Who Should Attend:
    - Knowledge Management professionals seeking ways to improve
    - ITSM professionals tasked with building self-service portals
    - Support organization leaders who wish free analysts up from repetitive tasks
  • The Impact of Cybersecurity on IT Response Teams: A Game Changer! Recorded: Nov 13 2018 62 mins
    Vincent Geffray and Roy Atkinson
    Ransomware, advanced persistent threats, and denial of service attacks—many initiated through “phishing”—will continue to frequently interrupt business and government operations. Across all industries, businesses see an uptick in cyberattacks frequency and damage to their organizations.

    “One of the best services we can provide for our customers, whether they are internal or external, is keeping their personal information—and the information needed for the business—safe. The first line of assistance should also be the first line of defense.” - Roy Atkinson, HDI

    The support center should have clear guidance on how to avoid social engineering threats and phishing threats, as well as the ability—including the time—to educate users on why support may not be able to immediately help them, or why additional information might be required. Meanwhile, when hit by a cyberattack, organizations need to execute a clearly defined and agreed upon cross-functional response plan to mitigate the risks and minimize the disruption.

    In this interview-style webinar, HDI’s Roy Atkinson and Everbridge’s Vincent Geffray will discuss the importance of the support center’s role in cybersecurity prevention and response.

    What you’ll learn:
    - How Cybersecurity Is Impacting Support
    - Support’s Role in Prevention
    - How, When, and Why the Support Center Should Respond

    Who should attend:
    - Support center managers who need to be aware of the importance of support in cybersecurity
    - IT directors who want to better understand responses and communications in the event of a cybersecurity event
    - Anyone in IT service and support wanting to improve their understanding of the role of support in cybersecurity
  • Increasing Employee Satisfaction by Reducing Friction Recorded: Oct 23 2018 59 mins
    Marie Ruzzo, Roy Atkinson (moderator)
    Support centers track Time to Respond, Time to Answer, Handle Time, Time to Restore Service and other time-based metrics to make sure that end users are not needlessly tied up getting support, and that support analysts and technicians are providing assistance a rapidly as possible. Forrester says employees spend almost one-third of their time interacting with systems and applications. They want to be able to get on with their work with minimal interruption and they want to work where they are, when they can, from whatever device they choose. When they need assistance, they need it to be fast and minimally disruptive.

    Frustration and delay strongly affects employee satisfaction and overall morale. Employee retention is tied directly to satisfaction, and turnover is expensive and time consuming. Lowering the friction involved in both providing and receiving assistance can keep employees working and more satisfied.
  • 5 Ways to Boost Staff Engagement, Quickly and Affordably Recorded: Oct 3 2018 60 mins
    Jeff Toister and Roy Atkinson (moderator)
    We all want an engaged service and support organization, yet success eludes us. According to a 2017 Gallup poll, employee engagement is officially stuck in a rut. In this interactive webinar, service expert Jeff Toister will share five practical ways you can quickly boost staff engagement, starting immediately and without spending a small fortune or launching a huge project. Learn about a simple motivation secret that's often overlooked, best practices for staff satisfaction surveying, no-cost engagement strategies you can implement right away, and more!
  • Machine Learning and Analytics: Taking ITSM and Support to the Next Level Recorded: Sep 25 2018 60 mins
    Vesna Soraic, Steve Anderson, and Roy Atkinson (moderator)
    Technology is becoming increasingly critical to businesses and other organizations, but as technology speeds up, we often don’t think about the negative business impacts it may bring: new hires whose equipment isn’t available, services that are interrupted, and customers or users who aren’t informed of a change or outage, to name a few. Smarter technologies driven by abundant data analytics can provide the support organization with information and solutions with more accuracy and speed than previously possible.

    Join us to learn:

    • Why analytics are important to service management and support
    • What machine learning is and how it can enable faster, better, more accurate resolutions
    • How machine learning and analytics combine to enable smart processes that can pinpoint expertise, accelerate configuration and change management, and minimize wasted time
  • 3 Ways to Improve Employee Experience by Expanding Service Management Recorded: Aug 28 2018 61 mins
    Roy Atkinson and Matt Stone
    More organizations than ever before are now recognizing the importance of the employee experience. Productivity, talent acquisition and retention, and customer satisfaction are all related to the employee experience, so it makes very good business sense to improve it as much as possible.

    In this webinar, Roy Atkinson and Matt Stone will examine how concentrating on three aspects of employee experience can accelerate business performance.

    In this webinar, we will discuss:
    * Understanding how the employee experience is related to business success
    * Measuring the right things
    * Providing a single platform for service management across the organization

    Who should attend:
    * Service management professionals inside and outside IT
    * Managers and process owners who want to learn more about service management trends
  • Get IT Done: Strategies for Supporting the Modern Workforce Recorded: Jul 24 2018 59 mins
    Roy Atkinson and Peter Zeinoun
    More than one-third of organizations identify "managing an increased workload with existing staff" as their primary challenge, according to a recent survey of support organizations conducted by HDI. Compounding this challenge is the growing complexity of the modern workforce: traditional workspaces are giving way to a remote workforce and the gig economy. These workers bring with them their own devices for use at work and are conditioned to expect business apps to be as lightweight and frictionless as the apps used in their consumer lives.

    In this webinar, HDI Senior Analyst and Peter Zeinoun will provide essential information for support leaders who must reimagine how to deliver an "awesome" support experience for employees, improving both the productivity of the modern workforce and those who support them.

    In this webinar, we will discuss:

    *How the employee support dynamic is shifting
    *How to create a frictionless employee experience
    *How to use training and professional development to increase productivity, retention, and morale
  • The Future of the IT Support Center Recorded: Jun 19 2018 62 mins
    Roy Atkinson and Stephen Smith
    Technology is changing at a faster pace than ever and will continue to accelerate. Support centers (helpdesks or service desks) not only need to keep up with the technologies of their customers or users but also the technology within the support center itself.

    The customers and end users seeking support will be increasingly mobile, more likely to be using their own devices and applications, and more tech-savvy than in the past. Support centers will be handling fewer easy, “one and done” contacts, and will need increasingly sophisticated knowledge and tools to maintain their organization’s workforce.

    You will learn about:
    * How new technologies both impact and enable the service and support center’s role
    * How to think about the coming innovations in automation and artificial intelligence

    Who Should Attend:
    * New and established service and support leaders
    * Anyone wishing to learn more about how the world of support will change over the next few years
  • The Pursuit of Service and Support Excellence: A Case Study from Optum, Inc. Recorded: Jun 7 2018 54 mins
    Mike Hanson, Tabitha Scarbrough, and Leslie Cook (moderator)
    HDI's industry awards acknowledge and celebrate professional achievement. Our internationally recognized awards provide the industry's finest with a sense of pride and accomplishment, while earning them trust and credibility from employers and customers.

    * The HDI Team Excellence Award recognizes technical service and support teams that have most enhanced the image of the profession by setting and achieving the highest standards of excellence in customer support.

    Attend this webinar to hear Optum Inc. share their story and to learn more about HDI's industry award program.
  • The Pursuit of Service and Support Excellence: A Roundtable with 2018 Honorees Recorded: Jun 6 2018 60 mins
    Rob Allen, Brittany Muxlow, Kristin Luebke, Tabitha Scarbrough, and Leslie Cook (moderator)
    HDI's industry awards acknowledge and celebrate professional achievement. Our internationally recognized awards provide the industry's finest with a sense of pride and accomplishment, while earning them trust and credibility from employers and customers.

    * The HDI Analyst of the Year Award recognizes the support industry's top front-line service and support professionals who possess the knowledge and skills required to provide quality service and support for internal or external customers.

    * The HDI Desktop Support Technician of the Year Award recognizes desktop support professionals who demonstrate extraordinary commitment, dedication, technical aptitude, and service to customers while consistently exceeding performance objectives.

    * The HDI Manager of the Year Award recognizes prominent professionals who most clearly demonstrate the ability to serve and advance information technology within their organizations.

    Attend this webinar to hear the panel of award winners discuss their achievements and to learn more about HDI's industry award program.
  • The Next Step: Employee-Focused Service Management Recorded: May 23 2018 61 mins
    Roy Atkinson and Marc Stitt
    Service management principles and practices have been broadening to encompass far more than IT services over the past few years. HDI research shows that more than half of organizations are using the tools and practices of service management in other business units, such as HR, facilities and customer service. The applications of these proven practices—when done properly—have improved service delivery for business units.

    In today’s organizations, agility and velocity have increased the responsibilities of individual employees, who depend on fast, easily-accessible services to get their work done, from anywhere and at any time. This requires a new focus of service management on employees.

    In this webinar, we will discuss:
    * What service management throughout the organization means
    * Why organizations need to focus on employee success as well as business unit success
    * How the delivery of services affects employee productivity and morale
  • Technology and the Service Desk: Expanding Mission, Expanding Skills Recorded: Apr 25 2018 61 mins
    Rae Ann Bruno, David Hayman, and Roy Atkinson (moderator)
    Today’s service desks are farther and farther removed from the help desks of yesteryear in which all equipment was standardized and issued solely by IT. Support organizations are struggling more to keep up with the demands of an ever growing population of mobile users using a diverse of devices, applications, systems, and equipment. In fact, of the top five factors causing ticket volumes to rise, new and current technology accounts for four.

    Navigating this ever-changing technology landscape requires an expanding set of skills. In this webinar, Rae Ann Bruno will provide essential training for service and support leaders facing new or in-progress technology implementations.

    You will learn about:
    * How technology impacts the service and support center's current and future role
    * The key technologies needed to run a successful service and support center
    * Best practices for implementing new technologies and building a business case to justify investment
    * Managing the process of tool selection, including needs analysis, demos, evaluation, and selection
  • The Road to Award-Winning Service Management Recorded: Mar 28 2018 53 mins
    Matt Kade, Brad Biagi, Nick Giambalvo, Ben Sacro, and Roy Atkinson (moderator)
    The HDI Service Management Awards recognize two organizations that have improved their service management programs.

    * The HDI Knowledge-Centered Service Award recognizes an organization that has successfully implemented or improved upon a Knowledge-Centered Support adoption.

    * The HDI Service Improvement Award recognizes an organization that has successfully implemented or improved one or more service offerings.

    Attend this webinar to learn how the 2017 award winners, First American and Ellie Mae, implemented world-class KCS and service improvement programs.
  • Incident Management: More Critical Than Ever Recorded: Mar 20 2018 59 mins
    Brandon Caudle and Roy Atkinson
    Because more of our world depends on technology, complexity, criticality, and risk are all increasing, and so is the cost of failures. As Charles Betz of Forrester recently wrote, “Complex systems continue to fail, and there’s no sign that this will change.”

    When systems fail, the response needs to be swift, and services must be restored rapidly and accurately. This requires coordinated efforts across multiple functions, making planning, preparation, and communication mission-critical and business-critical. Recently, incident management has shown increased interest in learning from first responders, and in applying some of the methods they use for response coordination and communication.

    In this webinar, we will discuss:
    * How and why complexity is increasing
    * What types of risk result from increased complexity
    * How incident management can learn and improve by looking outside IT
  • Risk the Change, or Change the Risk?: IT Change and Risk Management Recorded: Feb 20 2018 61 mins
    Greg Sanker, Roy Atkinson (moderator)
    Everyone knows changes are risky; change management is responsible for managing that change-related risk. In theory, it’s simple; in the real world, it’s a far cry harder. This webinar presents a straightforward approach to identifying and analyzing change-related risk, along with practical risk mitigation strategies that you can put to use in your organization right now.

    Attend this session to learn all about:
    * Identifying change-related threats
    * Assessing vulnerabilities
    * Determining risk
    * Risk reduction strategies
    * Prioritizing risk mitigation efforts
  • In Case You Missed It in 2017: The Velocity of Change Recorded: Jan 16 2018 60 mins
    Roy Atkinson
    "Change has never happened this fast before, and it will never be this slow again." –Graeme Wood

    Both the scope and velocity of change in the business world are at unprecedented levels. Technology is emerging and evolving faster than ever, and the ways business is getting done are changing almost daily. As technology changes, so do the goals, objectives, and capabilities of business units, including IT and technical support.

    In 2017, we saw the rise of bots and the promise of AI take center stage, causing disruption in how service management and support move forward. New and/or revised frameworks for accomplishing the work arose. The skills needed for the future are not the same skills that have served the industry well in the past. Metrics and measures are changing. Customer expectations are changing.

    As we begin the new year, decisions are being made about where to spend or withhold spending, about what technologies are necessary, and about how to be prepared and properly skilled to take on the continual state of change that is now the norm. In this webinar, we will explore some of the changes that surfaced during the past year and will impact the industry in the near term.
  • Taking the Service Desk to the Next Level: An Opportunity for IT Pros! Recorded: Nov 14 2017 61 mins
    Vincent Geffray, Roy Atkinson (moderator)
    As our industry transforms and matures, last century standards for cross-team communication become less and less efficient. And in today’s digital world, the tiniest technical glitch can have huge consequences—requiring swift and flawless communication. Whether it’s a datacenter outage, a cyber-attack, an application failure, or a manmade issue, they’re all critical events which support centers need to identify, categorize, and help coordinate cross-functional teams for timely restoration.

    Today, there’s an area where the role of the service desk continues to become more and more strategic when it comes to communication: Critical event management. So when IT hits the fan, will you be prepared to manage critical events? Are you using the right tools? Are you meeting your SLAs and complying with regulations?

    In this conversational webinar, HDI’s Roy Atkinson and Everbridge’s Vincent Geffray explore the challenges faced by modern team structures when it comes to interrupted or complex coordination during unexpected IT downtime events.

    What you’ll learn:
    * The challenges around communication, collaboration, and coordination
    * Why not all incidents are equally important
    * Why the “one size fits all” support model no longer works
    * Solutions, ideas, and takeaways for critical event management

    Who should attend:
    * Support center managers and directors responsible for communications
    * Telecom administrators looking for solutions for rapid communications
    * Service management professionals responsible for business continuity and/or disaster recovery
    * Incident managers
    * Any organization contemplating the adoption of a #DevOps culture
    * IT executives concerned about quality of IT services, response team performance, MTTR
    * Performance managers and auditors
  • The Future of Self-Service: Empowering and Educating Customers Recorded: Oct 4 2017 56 mins
    Kelly Doherty, Doug Tedder, Al Hopper, Sam Armstrong and Megan Selva (moderator)
    Customer service has changed a great deal over the last decade. Currently, one of the major trends has us all moving toward self-service—but organizations can’t simply put up an FAQ page and expect everything to fall into place. Sure, it’s supposed to help alleviate contact volume, but the ramifications of self-service on the support center go way beyond that.

    As part of our Customer Service Week festivities, we’ve assembled a panel of experts to discuss the current and future impact and demands of self-service.

    Join us to find out:

    * How to onboard customers to self-service
    - Walk-through guides, documents, videos, step-by-step rep involvement
    * The support team’s role in self-service
    - When to deflect to self-service vs. just solving the issue
    * The downstream impact of self-service, both positive and negative
    - Does it cause more complex questions or do customers begin to educate themselves?
  • Automation and AI in the Workplace: Are Bots the Future? Recorded: Sep 19 2017 60 mins
    Marc Stitt, Roy Atkinson (Moderator)
    Automation and artificial intelligence (AI) are on everyone's minds, but they don't completely understand the potential impact in 2017. What’s it really all about? With constant advances in technology leading to increasing possibilities, are organizations ready for these powerful changes? And how will it impact the way they handle IT service and support?

    Based on recent research by Samanage and HDI, this enlightening webinar will take you beyond the sensationalized headlines and paint a realistic, research-based picture of the impact of automation and AI on service management—now and in the near future.

    What you’ll learn:
    * How confident IT professionals are that AI will play an expanding role
    * How C-suite is thinking about process automation
    * What benefits IT departments see in automation
    * Which departments are adopting automation as a way of providing services
    * What technologies organizations are investing in
    * How is automation impacting jobs
  • Incidents on the Rise: Addressing the Why, What, and How Recorded: Aug 15 2017 60 mins
    Vincent Geffray, Roy Atkinson (Moderator)
    According to HDI research, the volume of incidents is on the rise in most organizations. While new systems and devices are intended to assist an increasing customer base and create efficiencies, they often have the opposite effect.

    And with the demand for increased business velocity and emphasis on the customer experience, rapidly addressing delays and interruptions is more important than ever.

    In this webinar, HDI’s Roy Atkinson and Everbridge’s Vincent Geffray explore the research, discuss the financial and operational impacts, and share solutions for decreasing time to resolve, and managing on-call coverage.

    What you’ll learn:
    * Reasons for the increase in incidents
    * The costs of interruptions and outages
    * Ways to communicate to incident management teams rapidly
    * Using technologies to target and verify communications
    * Preventing the rise in incidents through problem management

    Who should attend:
    * Support center managers and directors who need to improve incident management
    * IT directors who need to know why incidents continue to be on the rise and how to address the increase
    * Anyone in IT service and support wanting to improve the performance of their support center
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  • Title: Customer Service: Changing Preferences and Evolving Technologies
  • Live at: Oct 5 2016 5:00 pm
  • Presented by: Dana Olson, Chris Savio, and Megan Selva (moderator)
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