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SupportWorld Live

Covering the full spectrum of topics impacting the service and support industry and its people, SupportWorld Live gives you a week's worth of content - surrounded by a vibrant, welcoming community - to solely focus on delivering smarter service and better business outcomes.

Session 103: 5 Tips for Fixing the Service Portal Experience Gap

Phyllis Drucker  (Industry Thought Leader, EZ2BGR8 Service Management)

Location: Chairmans Ballroom 363

Date: Wednesday, May 3

Time: 10:15 am - 11:15 am

Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass

Track : Optimizing the Support Organization, Evolving the Customer and Employee Experience

Session Type: Session

Vault Recording: TBD

Audience Level: All

For many employees, the service portal is the worst experience, hands down. Why? A poor service portal is typically a reflection of a poorly designed and executed support program!

Now that we've identified the elephant in the room, what can you do about it? How can you revolutionize the employee's service portal experience? In this session, Phyllis Drucker will offer five concrete tips for transforming and innovating your portal experience. Learn about the pitfalls of poor design (too many portals, too little value, no automation, meaningless taxonomy, and more) and how you can turn unsatisfying, underperforming portals around to maintain an experience focus, ensure service levels are met, organize around the business, work like the Internet, and engage users.