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.
Matt has over 20 years of experience in Service Management and Customer Service. From the Service Desk to Business Process Consulting and into Service Design; he's served in a variety of roles. Known for challenging industry norms, practical advice and unique approaches to Service Management, Matt has been featured on the Enterprise Digital Podcast and Co-Hosted ITSM Weekly: The Podcast. To stay connected with the industry, Matt participates in market research, sales and implementation activities for helpdesk and service desk projects. Most recently, his work has been featured on Ticket Volume, a content stream of service and support topics from ITIL to answering the phone. Expect to hear practical guidance to increase response rates, improve accuracy and understand the service experience through user research, metrics and surveys. This high energy session will help leaders reverse engineer their surveys, get more participation and more effective responses from survey efforts.