What do web chat, email, self-service, phone, auto logging, fax, social media, and walk-up all have in common? They all are currently being used in support centers. The methods and metrics that have been used for years may not apply to channels other than phone, and customer expectations have changed in the world of mobility and constant connectivity. In this webcast, Roy will discuss the foundations of providing measurable, consistent support across multiple channels. Using data from the latest HDI research and other sources, we’ll look at trends in channel usage, discuss what drives end-users and customers to choose the channels they do, and why it’s important to rethink the way you measure success.
RecordedOct 14 201367 mins
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"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.
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
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 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
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
The terms metrics and measures are often used interchangeably, and while they are related, they are actually two different things. And how do you know what metrics, measures, and KPIs you need to capture and monitor—or publish? One thing is for certain – your service management program will not be successful without collecting the right metrics, measures, and KPIs.
Join this free HDI webinar to learn:
•Why metrics and measures are not the same thing
•Why defining metrics is important
•Why not all metrics are KPIs
•Which are the right metrics to publish
Managing languages is a significant challenge for most service desks.
To arm leaders with data and insight, join HDI and Lionbridge as they unveil the results of the industry’s most comprehensive research study on the topic, based on feedback from more than 350 support centers.
Register to learn:
*The impact of multilingual support on quality metrics
*How best-in-class organizations provide multilingual support
*Strategies to meet your organization’s specific language and channel requirements
Who should attend:
*Support center managers and directors who are faced with language challenges
*Hiring managers who need to know about the challenge of finding and retaining multilingual analysts
What’s going on? How long will this last? What should we be doing about it? If you’ve ever had a major incident impact users throughout your organization, chances are you’ve heard those questions before. Your IT team may already be trying to diagnose and correct the issue, but the questions just keep coming…
Customers and end users just want to make sure you’re aware of the issue. But when hundreds—even thousands—try to contact the service desk, it’s referred to as a call storm. And the inability to properly weather it increases the urgency end users feel.
HDI’s Roy Atkinson and Everbridge’s Vincent Geffray have successfully navigated through their fair share of call storms. In this interview-style webinar, they’ll show you how you can too—and even share ways to prevent them from happening in the first place.
What you’ll learn:
- What creates a call storm
- Ways to rapidly communicate to all users
- How to optimize incident management to reduce MTTR and mitigate call storms
- Using technologies to target and verify communications
- Preventing future call storms
Who should attend:
- Support center managers who need to know how to handle major incidents and outages
- IT directors who want to better understand available means of communication, even in an outage
- Anyone in IT service and support wanting to improve the performance of their support center when outages happen
If you’re new to change management, here’s the crash course you’re looking for. Even if you're not new to change management, you'll want to attend this webinar. We'll cover everything you need to know to survive your first 90 days in change management--and continue to thrive. Whether your organization is just getting started, or has an existing program in place, this session will cover everything you need to know for a successful start in managing IT changes.
Topics covered will include:
• What is change management and why do we need change it?
• How can we show business value?
• What are some pitfalls to avoid?
• Getting business stakeholders engaged
• Normal changes, Standard changes, and Emergency changes explained
• The CAB meeting
• Avoiding bureaucracy
Kristin Monaco, Anne Palmerine, Kristy Powers, and Erica Marois (mod)
Customer satisfaction (CSAT) is one of the most commonly used contact center metrics. In fact, ICMI research estimates that you’ll find CSAT on 87% of contact center dashboards. Measuring satisfaction is straightforward, but acting on that data to improve the customer experience isn’t always easy. Want to know a few secrets to raising CSAT scores? Some of our 2017 ICMI Global Contact Center Awards finalists are ready to share their best tips.
Join us for an interactive panel-style discussion with three industry thought leaders, including awards finalists in ICMI’s prestigious Best QA/Customer Experience category.
Attend this webinar to learn:
* Practical ways to improve customer satisfaction
* How improved CSAT scores can impact your bottom line
* Unique strategies you can apply to deliver an outstanding customer experience
Join us for this interactive and informative discussion—complete with best practices, practical tips, and live Q&A.
Shane Knipschild, Tom Wible, and Leslie Cook (moderator)
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 2016 award winner, CGI Federal, implemented world-class service improvements. Shane Knipschild and Tom Wible will share:
* The state of the organization before CGI Federal launched its service improvement initiative
* The strategy for CGI Federal's service improvement initiative
* The outcome, including lessons learned and the impact on CGI Federal
More and more organizations are using the shift-left approach to support, bringing more complex work down to Level 1 and moving more repetitive work out into self-service. Likewise, more customers are seeking to solve their own problems before contacting support. With Level 1 work becoming more complex and more urgent for customers, remote support teams must optimize their processes and rethink their customer support strategies.
In this webinar, HDI’s senior analyst, Roy Atkinson, will tell you why organizations are shifting left. You’ll discover how robust remote tools are enabling support teams in high-performing organizations to provide quick resolution to half or more of their issues.
What you’ll learn:
* Industry expert tips on how to run a more efficient, more cost-effective support center
* Best practices for identifying when, where, and how to shift left
* Actionable advice on leveraging remote support to improve the delivery of support across the support center and desktop support
* Effective use cases for deploying technology to enhance the support teams value and optimize their role in a shift-left world
Who should attend:
* Support center managers seeking to improve the performance of their support centers
* Desktop support managers seeking to familiarize themselves with the latest practices and tools
* Anyone in technical service and support seeking a better understanding of remote support capabilities
Chris Meadows, Keelyn VanderWeide, and Leslie Cook (moderator)
The HDI Knowledge-Centered Support Award recognizes an organization that has successfully implemented or improved upon a Knowledge-Centered Support adoption. KCS is recognized as the set of knowledge management best practices within service management where knowledge is leveraged as an asset of the support organization. Attend this webinar to learn how the 2016 award winners, Lowe's and Spectrum Health, implemented world-class knowledge management programs. Chris Meadows (Lowe's) and Keelyn Vanderweide (Spectrum Health) will share:
* The state of their organizations before KCS
* The strategy for their KCS implementations
* The outcome, including lessons learned and the impact on the business
Lack of Automation Hinders Speed of Response to IT Outages and Incidents
Incident management is one of the primary processes of a support center. In order to better understand the current state of this process—which gives insight into the state of IT in general—Everbridge conducted a survey of 152 IT professionals, seeking to better understand the frequency and severity of incidents.
In this webinar, HDI’s senior analyst and an Everbridge practitioner will engage in an exchange of ideas and questions about the Everbridge survey and findings, also introducing elements of HDI’s own 2016 research findings. Some items under discussion will be:
* The number of major incidents experienced
* The effects of IT incidents and outages
* The average cost of IT downtime
* Response times for various support channels
* Customer satisfaction with the support center
Renee Dodson, Peter Zeinoun, Roy Atkinson (moderator)
Make-A-Wish® grants the wishes of children with life-threatening medical conditions to enrich them with hope, strength and joy. In this session, Renee Dodson, Technical Support Specialist from Make-A-Wish America, and Peter Zeinoun from LogMeIn Rescue will present key trends impacting internal IT today and discuss real-world best practices to addressing top challenges through remote support, including:
* How remote support helps enable Make-A-Wish® to fulfill its mission
* Key trends of the mobile workforce
* How to create seamless support experiences across channels and devices
* Empowering tech support to deliver fast, efficient, and frictionless service
In this webinar, HDI’s senior writer/analyst, Roy Atkinson, will showcase new data from the 2016 Desktop Support Practices & Salary Survey. This data, previously unpublished, will take a look at the technologies and trends in desktop support, with a spotlight on the importance of remote control and assistance.
Some of the data featured include:
* Frameworks and methodologies desktop support teams align with include ITIL, the HDI Support Center Standard, Lean, COBIT, and this year, DevOps
* On average, customer satisfaction with desktop support exceeds customer satisfaction with the support center overall
* The top five must-have technologies for desktop support include alerts and monitoring tools, and remote control
* Remote control is used almost equally by the support center (81% of organizations) and by desktop support (80.6% of organizations)
* 51% of organizations track desktop support tickets separately from other tickets
* Nearly one-third of desktop support organizations are resolving 51-75% of tickets through remote support
Dana Olson, Chris Savio, and Megan Selva (moderator)
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
Industry luminary Matt Hooper will present information, statistics, and thoughts on where the ITSM pro needs to be by 2020. This look at how the future of service management will change the requirements (elements of Agile, DevOps and Lean) for service and support managers and staff will include an exchange of ideas between Matt and moderator Roy Atkinson, and will allow time for questions from the audience. Matt will also show how a modern ITSM solution enables this transformation.
Who should attend:
• IT service managers
• Support center managers who are looking at future requirements
• Desktop support managers
• Anyone in IT service who wants to develop a better understanding of where the industry is going
Ryan Ogilvie, Joy Su, and Roy Atkinson (moderator)
Configuration management is about what you have, but in order to produce better business outcomes, it should also help you understand what your configuration items (CIs) are doing. To better manage IT services, you should know:
• Detailed information about your CIs
• Services those items support
• How CIs relate to each other and to your services
In this webinar, ITSM consultant Ryan Ogilvie and BMC’s Joy Su, on behalf of BMC partner RightStar Systems, will provide you with the reasons and the ways in which your asset discovery efforts can lead to a better understanding of your systems and services.
Pete McGarahan, Vincent Geffray, and Roy Atkinson (moderator)
What happens when your organization suffers a critical, high-impact incident? Who needs to be involved, and how will you communicate with them? Do you currently have a plan—and how often do you update it?
In this webinar, sponsored by Everbridge, Pete McGarahan and Vincent Geffray will share best practices, case studies, and frameworks for:
• Preparing for your next major incident
• Managing major incidents in your IT organization
• Mapping your critical incident processes
Join us for this interactive and informative hour, complete with audience polls, downloadable resources, and live Q&A.
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