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Troubleshooting and Problem Solving in a Multichannel Environment

No matter what channel the customer is using for support, the bottom line is to resolve the issue as fast and effectively as possible. Without initial trouble shooting and ultimate problem solving skills, keeping customers happy could be difficult. Join Mike in a discussion about how the different channels affect our ability to get to the cause and find the solution of issues that can slow down our customers’ productivity. He will also examine the importance and strategy of keeping up good customer service as issues come in from all angles.
Recorded Apr 23 2013 67 mins
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Presented by
Mike Rabinowitz
Presentation preview: Troubleshooting and Problem Solving in a Multichannel Environment

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HDI

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    * How remote support helps enable Make-A-Wish® to fulfill its mission
    * Key trends of the mobile workforce
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  • Insourcing and Outsourcing Support: What the Data Tell Us Recorded: Jun 14 2016 60 mins
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  • Better Together: ITIL and the HDI Support Center Standard Recorded: Jun 8 2016 57 mins
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    Attend this webinar to learn more about how ITIL and the HDI Support Center Standard can help your support center rise to meet the challenges of an increasingly global, less platform-centric technology landscape.
  • Following the Sun: Managing a Distributed Workforce Recorded: May 17 2016 57 mins
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    Join an IT service desk manager in a 24x7, follow-the-sun operation, as he shares insights into these and other questions about managing a distributed workforce.
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    - What is “service catalog sprawl”? Where is it typically found? What are the contributing factors?
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    - What happens when an application shows an alert
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    1) Analyzing the experiential world of the customer
    2) Building the experiential platform
    3) Designing the brand experience
    4) Structuring the customer interface
    5) Engaging in continuous innovation

    After exploring the concepts of CEM, we will analyze how CEM can add value to ITSM in the areas of service desk, incident management, and problem management. Learn how to put the customer back into the service!
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  • DevOps + KM: Using Knowledge to Increase Speed and Reduce Pain Recorded: Aug 18 2015 62 mins
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  • Title: Troubleshooting and Problem Solving in a Multichannel Environment
  • Live at: Apr 23 2013 4:35 pm
  • Presented by: Mike Rabinowitz
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