How Remote Control Technology Is Continuing to Improve Support and Bring Value to Organizations

with Willette Glenn

Tuesday, Jan 20, 2015

Remote control capabilities are a cornerstone of any support organization. Research tells us that they're widely used in both the support center and desktop support. In fact, remote control ranked as the number-one “must-have” technology in the 2014 HDI Desktop Support Practices & Salary Report and the number-two “must-have” in the 2014 HDI Support Center Practices & Salary Report.

Learn all about using remote control to improve support and bring value to your organization in this webinar, where Willette Glenn of PepsiCo will explore:

Why remote control is a must-have
How remote control technology might change the way you approach staffing the support center, with more resolutions at the desk and fewer escalations to desktop support
How remote control impacts your cost per ticket
How remote control increases customer satisfaction

View the Webcast Recording

About Our Speaker(s)

Willette Glenn

Senior Manager

Willette Glenn is a senior service desk manager for PepsiCo. The PepsiCo Support Center, which services both the US and Canada, comprises 100 analysts and averages more than 600,000 interactions per year. Prior to joining the service desk, she worked as a engineering and development manager, integrating and deploying CRM solutions for the enterprise. Willette received her BS in electronics and computer technology from North Carolina A&T State University, and she is certified in ITIL v3.

How Remote Control Technology Is Continuing to Improve Support and Bring Value to Organizations