What is a Call Storm and How Do We Prevent One?

with vincent geffray , Roy Atkinson
Tuesday, May 16, 2017

Register now!

What’s going on? How long will this last? What should we be doing about it? If you’ve ever had a major incident impact users throughout your organization, chances are you’ve heard those questions before. Your IT team may already be trying to diagnose and correct the issue, but the questions just keep coming…

Customers and end users just want to make sure you’re aware of the issue. But when hundreds—even thousands—try to contact the service desk, it’s referred to as a call storm. And the inability to properly weather it increases the urgency end users feel.

HDI’s Roy Atkinson and Everbridge’s Vincent Geffray have successfully navigated through their fair share of call storms. In this interview-style webinar, they’ll show you how you can too—and even share ways to prevent them from happening in the first place.

What You'll Learn
  • What creates a call storm
  • Ways to rapidly communicate to all users
  • How to optimize incident management to reduce MTTR and mitigate call storms
  • Using technologies to target and verify communications
  • Preventing future call storms

Who Should Attend
  • Support center managers who need to know how to handle major incidents and outages
  • IT directors who want to better understand available means of communication, even in an outage
  • Anyone in IT service and support wanting to improve the performance of their support center when outages happen

Register now!

* 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)

Vincent Geffray
senior director of Product
Vincent Geffray is Senior Director of Product Marketing with focus on IT service alerting, IT team collaboration and process orchestration at Everbridge. He has over fifteen years of experience in the IT operations and service management space, with expertise in critical communications, IT service alerting, application performance management, IT process, runbook, and workload automation. Vincent holds a MS in mechanical engineering and computer science, two certificates from MIT Sloan School of Management and has an international experience and he worked in Europe and in North America.
Roy Atkinson
Group Principal Analyst
Roy Atkinson serves as CEO and Principal Advisor for Clifton Butterfield, LLC, a business advisory practice, and is one of the top influencers in the service and support industry. He is a Fellow of the Institute for Digital Transformation and a member of the HDI Strategic Advisory Board. Roy received the HDI Lifetime Achievement Award in 2019. He holds a master’s certificate in advanced management strategy from Tulane University’s Freeman School of Business. Follow him on Twitter @RoyAtkinson

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