The Holy Trinity of Support

Presented by

Doug Rabold, Senior Manager of Customer Support, Amwell & Chairman of the Board, HDI

About this talk

Doug Rabold examines how three key aspects of support can take a support team from acceptable to exceptional. There are three critical elements fundamental to support success - Training, Knowledge, and Quality. As part of a multi-year initiative, these were the foundational aspects upon which a massive transformation was built. The result was the metamorphosis of a purely transactional support desk into a squad of customer-centric experience-driven support ninjas. Doug shares his exceptional knowledge on this area of IT support.
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The Service Desk Institute (SDI) has been connecting service professionals across the world since 1988 and is the leading global community for everyone working in the service and support industry. Our mission is to inspire service desks and support teams to be brilliant. With a passion for providing industry best practice and sharing knowledge, SDI is dedicated to guiding, inspiring, and connecting ITSM, service desk and support communities. A respected, trusted and independent advisor to the industry, SDI has inspired thousands of organisations and professionals around the world to embark on journeys of service improvement and to be the best they can possibly be. For more information, visit