Richard Mims (ServiceNow Solutions Director, SDI Presence LLC)
Date: Thursday, May 22
Time: 4:15 pm - 5:15 pm
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Track:
Optimizing the Support Organization
Session Type:
Session
Vault Recording: TBD
In today's rapidly evolving IT service landscape, support organizations face a critical challenge: finding the perfect balance between automated solutions and human interaction. This dynamic session explores how to create a harmonious blend of technology and personal touch to deliver exceptional service experiences. Through real-world examples, interactive discussions, and practical frameworks, attendees will learn how to evaluate, implement, and optimize their service delivery approach for maximum effectiveness.
The presentation examines the strengths and limitations of both technological and human-centered approaches, providing actionable strategies for determining the right mix for your organization. We'll dive into emerging trends, customer expectations, and proven methodologies that enable support centers to leverage the best of both worlds while avoiding common pitfalls.
Key Takeaways
1. Implementation Roadmap
- Step-by-step guide for introducing new technology without losing the human element
- Strategies for training and developing staff to work alongside automated solutions
- Techniques for managing change and overcoming resistance
2. Performance Optimization
- Key metrics for measuring both technical and human service components
- Methods for continuous improvement and adjustment
- Approaches to gathering and acting on customer feedback
3. Future Preparedness
- Insights into emerging technologies and their impact on service delivery
- Strategies for adapting to evolving customer expectations
- Framework for maintaining flexibility in service approach
Takeaway
After attending this session, participants will be able to:
1. Create a balanced service delivery strategy that leverages both technology and human interaction effectively
2. Design assessment tools to evaluate current service delivery methods and identify improvement opportunities
3. Implement measurement systems that capture both technical efficiency and customer satisfaction
4. Develop training programs that enhance both technical and soft skills
5. Build scalable solutions that maintain service quality while managing costs
6. Adapt service delivery approaches based on customer needs and preferences
