Unlocking Your Workforce Potential: IT Support from Anywhere to Anywhere

with Andrew Gilliam , , Rae Ann Bruno
Tuesday, Sep 15, 2020


While much has changed this year for support centers—which consist of service desks, help desks, and desktop support—we must also remember that a lot has changed for the customers we serve, as well. They may lack the proximity of colleagues to answer simple questions, and distractions may be an issue if they are working from home. To meet and exceed customer expectations, support centers must be increasingly flexible in meeting demand as IT customers and end users work from home or return to the office—or some mix of both.

In this webinar, you will learn:

  • How changing customer environments impact channel mix, working hours, and expectations
  • Increasing use of third-party cloud services and personally-owned devices requires a broader knowledge of interoperability
  • External stressors drive customers' psychological needs for fast, secure, personalized service

View the Webcast Recording

Unlocking Your Workforce Potential: IT Support from Anywhere to Anywhere

About Our Speaker(s)

HDI Associate Analyst
Andrew Gilliam is a passionate customer experience innovator and change agent, with a background in IT support and customer service. As one of HDI's in-house subject matter experts, he writes and speaks about service management, technical support, and contact center trends and best practices. Andrew was among ICMI's 2019 Movers & Shakers and Top 50 Thought Leaders for multiple years, and he maintains several HDI and CompTIA certifications, including CASP+. Follow @ndytg on Twitter, connect with him on LinkedIn, and discover more at andytg.com.
Rae AnnB6587
Rae Ann Bruno is an ITIL-certified instructor with more than fifteen years of management experience emphasizing process re-engineering, employee development, and the business alignment of IT services. Formerly the vice president of strategic relations for Previo, Rae Ann consulted with Previo customers on process re-engineering and best practices and trained support professionals on industry best practices. Additionally, Rae Ann has authored many industry articles and white papers. Prior to joining Previo, Rae Ann was the director of IT customer service for Siemens Energy & Automation (SE&A).

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