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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 703: Putting "The Way We've Always Done It" in the Rear View: A Service Improvement Roadmap

Michael Hanson  (VP, IT Service Desk Operations, PSCU)

Teresa Pelley  (Team Lead, IT Service Desk, PSCU)

Location: Room 301-302

Date: Friday, May 5

Time: 9:00 am - 10:00 am

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: Case Study

Vault Recording: TBD

Audience Level: All

When PSCU, a premier financial services company, was tasked with driving consistency and efficiency and improving service, they knew it would require making cultural changes and moving past "the way we've always done it." After two years (and counting!), Mike Hanson and Teresa Pelley will take attendees on a deep dive into the evolution of a small help desk into a functional, full-featured service desk. They'll share the tools and techniques they used and explain how they built new processes to improve the customer experience and optimize the support team workflow to improve documentation and set clear performance expectations. If you're looking for guidance on putting "the way we've always done it" in the rearview mirror, look no further.