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SupportWorld Live - Schedule Viewer

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.

Session 803: Can't Stop the Signal: Noise Cancellation and the Support Center at SRS Distribution

Collin Pennington  (Sr. Manager, Support Services, SRS Distribution Inc.)

Location: Grand Ballroom 113

Date: Friday, May 20

Time: 10:20 am - 11:20 am

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: Case Study

Vault Recording: TBD

Audience Level: All

What happens when you combine the already break-neck pace of IT support with an aggressive growth plan at a cutting-edge company? Success – if you do it right. In this session, Collin Pennington will share real-world scenarios from SRS Distribution, a transformational and aggressively growing company, to better understand how his team cut through the noise to maintain IT service and desktop support functionality, listened to key performance indicators, and delivered on their commitments in an ever-changing environment where service was and still is at their core. When everyone's on the same wavelength, you can't stop the signal.