Planning committees, budgets, demos, and hyperbole, OH MY! Learn from our years of selling software, the questions to ask, and when to walk away. A bridge from the Saints to the Sinners, let us help you make key decisions and vet your vendors before you sign your service desk life away! Your guide starts with this presentation!!
LinkedIn, Facebook, Twitter, Digg and countless other sites are changing the way our users think of not only the Web, but also of support. See how organizations big and small are using social media to engage their customers. Get information on the gottcha's when dealing in the websphere, and be represented in the spaces your end users are spending a lot of their time.
Customer Satisfaction to Surveys! Surveys never lie, but they certainly stretch the truth. Let’s examine why sometimes surveys are just useless data, and what we can do to turn that trend around to an actionable item. Find out how we can use survey data as a true measuring stick to our department, by first looking at why we bother to even survey.
A 12 Step program for your staff when supporting your users becomes a codependent nightmare. ServiceSphere will lead us through the process to see how quickly organizations can go from taking calls to obeying demands, and how this disturbing trend can be set straight! A "codependent" is one side of a relationship between mutually needy people. To help "fix" the support function in organizations, band aids like, ITIL, Six Sigma, new staff or even new software are often deployed. This usually leads to more confusion and frustration on the part of the support staff and customers. During this topic we will look at the 12 signs of trouble. For instance, "Do as we say, Not as we do", "Death By Metrics" and "Category Other"! Finally we will reveal the 12 signs of enlightenment. Of course the first step is to admit that we might have a problem.