Wednesday, Oct 04, 2017
1:00 p.m. - 2:00 p.m. Eastern
12:00 p.m. - 1:00 p.m. Central
11:00 a.m. - 12:00 p.m. Mountain
10:00 a.m. - 11:00 a.m. Pacific
Customer service has changed a great deal over the last decade. Currently, one of the major trends has us all moving toward self-service—but organizations can’t simply put up an FAQ page and expect everything to fall into place. Sure, it’s supposed to help alleviate contact volume, but the ramifications of self-service on the support center go way beyond that.
As part of our Customer Service Week festivities, we’ve assembled a panel of experts to discuss the current and future impact and demands of self-service.
Join us to find out:
- How to onboard customers to self-service
- Walk-through guides, documents, videos, step-by-step rep involvement
- The support team’s role in self-service
- When to deflect to self-service vs. just solving the issue
- The downstream impact of self-service, both positive and negative
- Does it cause more complex questions or do customers begin to educate themselves?
Who Should Attend
- Support center and customer service leaders, directors and managers who need to know how to position self-service
- Support center analysts and customer service agents who seek to understand more about the customer self-service experience
* This webinar is being hosted on HDI's BrightTalk channel. You will need to have a BrightTalk account to register for the webinar. Fortunately, registration is free!
About Our Speaker(s)
Doug Tedder is the principal of Tedder Consulting LLC, an ITSM and IT governance consulting practice. Doug is a strategic, innovative, and solutions-driven service management professional with more than twenty five years of experience across a variety of industries. He is a resourceful, pragmatic, and hands-on leader with a proven track record of success implementing ITSM processes, focusing on value delivery and organizational transformation.
Doug is a Fellow in Service Management (FSM), an ITIL Expert and v2 Service Manager, and a certified ISO/IEC 20000 Consultant Manager. He holds all of the ITIL Capability certificates, and he’s a certified ITIL Foundation trainer. As an active volunteer within the ITSM community, Doug is a frequent presenter at industry user group meetings, webinars, and conventions. He is also a former president of itSMF USA.
Follow Doug on Twitter @dougtedder.
Social Media Customer Service
Al Hopper is an Army veteran with more than twenty years of experience in customer service. During the 12 years he spent in the main contact center for a major international bank, he served on the inbound digital and social media customer service teams in a variety of leadership roles. In 2015, Al completed his MBA and cofounded a full-service digital agency. He is nationally recognized as a thought leader in social media customer service and contact center management by ICMI, Huffington Post, Microsoft, and Conversocial, among others. Al is also a cohost of the weekly #custserv Twitter chat.
Director, Customer Support
Kelly Doherty has worked in IT services for more than 15 years, building effective and efficient self-service portals. She speaks at industry forums and consults on the process of development and and maintenance of a self service strategy. Kelly is a published strategist, and her most current article was recently published in SupportWorld ("How to Build a Winning Self-Service Portal"). She has a degree in economics and law from the University of California, Santa Barbara, and she's a certified Project Management Professional. Follow Kelly on Twitter @kellydoherty20
and connect with her on LinkedIn
Content and Community Manager
Megan Selva is the content and community manager at HDI. In this role, she is responsible for managing the overall content strategy and ensuring that HDI's content meets the needs of the technical service and support community. Megan has been with HDI since 2006. Prior to taking on this role, Megan was the senior editor responsible for SupportWorld; before that, she was the training courseware editor and a member services representative in the Customer Care Center. Megan received her MPS in publishing from The George Washington University and her MA in history from the University of Guelph in Ontario.
Customer Success Manager
Sam Armstrong has been with LogMeIn for nearly four years, spanning roles across the customer support organization. As a customer success manager, Sam is responsible for increasing product adoption and usage by empowering customers to better understand their business and helping them leverage all the features and functionality that LogMeIn products have to offer.