Jarrod Sandel (IT Service Management Manager, Michigan Medicine (University of Michigan))
Erik Zempel (IT Service Management Director, Michigan Medicine (University of Michigan))
Date: Tuesday, November 9
Time: 3:15pm - 4:15pm
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference - Get your pass now!
Track: Pursuing Service Excellence
Session Type: Case Study
Vault Recording: TBD
Audience Level: All
March 2020 is etched into our collective consciousness. As organizations the world over sent office workers home due to the pandemic, service and support professionals will never forget the mad rush of customers hastily trying to work remotely, many for the first time in their careers. Contact volumes soared as customers stumbled to resume their jobs in the "new normal." For Michigan Medicine, this meant a new approach to shifting left.
In this session, Erik Zempel and Jarrod Sandel will share why Michigan Medicine opted to revise its knowledge management processes in the midst of the pandemic. They'll cover: