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.
Nick Powers (Executive VP, UNCOMN, LLC)
Location: Grand Ballroom 106/107
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 : Optimizing the Support Organization
Session Type: Session
Vault Recording: TBD
Audience Level: All
Cyber-attacks are often social engineering attacks that result from employees opening the door to hackers. Tier 1 support teams are front-and-center when those employees call to tell the support team that "something's not right". By cross-training Tier 1 professionals to react to and address threats, there's a real opportunity to make a difference in protecting organizations. In this session, we'll talk through examples of attack vectors and you'll learn how support teams can be key contributors in training, raising awareness of, and detecting cyber-incidents.
Attendees will learn: