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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 107: Sharing the Keys to the Kingdom: Training Your Service Desk

Angee Phong  (Global Head of IT Service Desk, SS&C Technologies)

Location: Room 301-302

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, Leading World-Class Teams

Session Type: Session

Vault Recording: TBD

Audience Level: All

Have you ever worked on a team where one person held the "keys to the kingdom"? Someone who had a wealth of knowledge but didn't want to share with the rest of team? Where's the fun in that?

Training opportunities can enhance your team's confidence, their willingness to collaborate, and their overall performance. It can also represent a tangible cost savings for the company in the form of faster resolutions and more rapid return to productivity. In this session, Angee Phong will let attendees in on the secrets (tools and processes) for establishing a structured training curriculum. Step by step, you'll learn how to create a successful training program that can be leveraged for new hires and existing team members alike.