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.
Janice Smith ( Director Enterprise Services Support, Farm Credit Mid-America)
Rebecca Mark (Head of Lending Support, Farm Credit Mid-America)
Fred Gordon (Director Business Applications, Farm Credit Mid-America)
Location: Room 304-305
Date: Thursday, May 4
Time: 4:15 pm - 5:15 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 : Pursuing Service Excellence
Session Type: Case Study
Vault Recording: TBD
Audience Level: All
The team at Farm Credit Mid-America has a passion for keeping their customers at the heart of all they do! When faced with difficulty growing our team and diminishing trust from our customers – who were experiencing disappointment with inconsistent responses and a deteriorating ability to meet SLAs – we knew we had to find a better way! In this session, Farm Credit Mid-America’s Rebecca Mark, Fred Gordon, and Janice Smith will share their journey with KCS, from identifying the opportunity to transforming the customer experience through KCS to where our sights are set for the future. They’ll share our lessons learned and takeaways so that you can benefit from their experience.