Covering critical topics across the entire service and support industry and serving the full range of professional needs (from senior management through to the frontline), SupportWorld Live gives you several days in a welcoming, energetic community to focus solely on delivering smarter service and better business outcomes.
Click on session titles for full session descriptions. All times noted are in PT.
Randy Steinberg (Solution Architect, Concurrency Inc)
Location: Grand Ballroom 113
Date: Wednesday, May 18
Time: 3:45 pm - 4:45 pm
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass - Get your pass now!
Track : Pursuing Service Excellence, Optimizing the Support Organization
Session Type: Session
Vault Recording: TBD
Audience Level: All
Get radically proactive! Break the cycle of reactive support with comprehensive, proactive approaches that can dramatically lower the phone calls, enable your team to resolve incidents faster, and increase support staff skills to get to root causes -- and in less than three months. Grab your lunch and join Randy Steinberg to learn how you can turn things around by using a problem management lifecycle approach. Walk away with an implementation strategy and a toolbox of root cause and resolution techniques. Leave with a stronger understanding of practical approaches for dealing with incidents in an effective and professional manner and the know-how to employ those techniques to radically reduce incidents and unplanned labor costs in your own organization.