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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.

Beth JacobsenWorkforce Optimization Program ManagerSAP Concur

Beth had no idea what she was in for when she took her first job in customer service at a big box retail store working the service desk. From her first day she realized that the way we treat people has a direct correlation to the way we are treated. Her first experience dealing with an angry customer (and talking them off the ledge) sparked something in her. Beth recognized that customer service is such an integral part of any successful business and she was hooked on delivering a memorable service experience.

Using her degree in sociology she applied her study of people and service to the technology support industry. Beth has taken her passion for customer service and problem solving and turned it into a career. She has a keen awareness of the customer’s needs and considers them in everything she does. She is excited by recruiting, onboarding, streamlining processes, turning data into beautiful visuals, and mentoring staff.

Beth is currently serving on the board of the HDI Minnesota Local Chapter for the twelfth year in a row. She lives in Twin Cities, MN with her two young sons.