July 2012 Chapter Meeting

posted Jul 3, 2012, 6:27 AM by Jay Betancourt   [ updated Sep 18, 2013, 1:40 PM ]
July 19, 2012 1:30-3:00 pm 
First Bank and Trust 
9816 Slide Road 
4th Floor Training Room 
Lubbock, Tx 79424 

HDI West Texas is pleased to announce that our chapter member,Danny Richardson, will be our guest speaker for our July chapter meeting. Danny delivered one of the highest rated presentations at the HDI Annual Conference in Orland this year titled: Can't We Just Get Along? Changing the Face and Structure of Support. He will be sharing that same presentation during our chapter meeting.

In today's ever changing landscape of technology and people, service desk managers are constantly searching for new trends to help them stay on top of the "support mountain". Danny suggests the real challenge may lie in how we structure our organization instead of how we use it. This presentation will address the All-In-One (AIO) support model which blends the support center, desktop support and other team roles into on highly efficient team to help improve your customer's experience. The AIO model has been shown to provide multiple benefits for a service department including:
  • Increased visibility of customer issues, leading to higher customer comfort;
  • Teamwork that sharpens skills and enhances dedication;
  • True one-stop-shopping; and
  • Lower support costs, greater employee retention, and reduced staff burnout.
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