Tapping The Potential Of Self-Service

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Presented by

Jeff Rumburg, CEO & Managing Partner, MetricNet LLC

About this talk

Some have predicted that self-service tools would become so powerful that level 1 support would become obsolete. That hasn't happened yet, and probably won’t happen for quite some time because today's self-help tools aren't powerful enough to rival the knowledge, experience, and troubleshooting capabilities of a human expert. However, when properly executed, self-service is still a win-win for customers and service desks alike. It can reduce the cost of support and drive higher customer satisfaction! Join Jeff Rumburg as he shares a case study example with benchmarking data to illustrate how to effectively plan, implement, and manage self-service.

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