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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 503: The Value of Support: It's the Question That Always Comes Up...

Doug Tedder  (HDI Business Associate and Principal Consultant, Tedder Consulting LLC)

Location: Premier Ballroom 318

Date: Thursday, May 4

Time: 11:30 am - 12:30 pm

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, Pursuing Service Excellence

Session Type: Session

Vault Recording: TBD

Audience Level: All

It's the question that always comes up: How can I illustrate the value that the support center provides?

It can be frustrating for a support center manager to be challenged about the value of the support center. You've provided your team members with adequate training and a great work environment. They're working hard and meeting quality targets. The support center consistently meets its operational performance targets. Even when these same support centers are asked to take on additional responsibilities and reduce expenses, managers are always asked to justify the value of the support center.

Maybe you're asking the wrong question. Join Doug Tedder for a thought-provoking discussion about the value of the support center and how to illustrate the value of the support center, both within IT and the overall organization.