Move Forward by Shifting Left: Enabling Self-Service and First-Level Resolution in 2021

with Andrew Gilliam , Bruce Macdonald, Sr. , Richard Sykora
Tuesday, Jan 19, 2021


We could all use a little more time in our schedule, but something new pops up every time we catch our breath. We cannot always anticipate the unexpected, but we can take steps to handle the work we know about more efficiently. For example, password reset requests persistently outpace other types of requests, yet 48% of organizations haven't enabled self-service password resets, according to HDI research. Imagine what your team could accomplish if you recovered some of that time!

This webinar explores how support organizations can identify and act on opportunities to enable self-service and first-level resolution, drive customer adoption, and serve customers more quickly and accurately. Freeing your team from mundane, repetitive work improves job satisfaction, reduces service costs, and allows time for more strategic initiatives.

Join our industry experts as they discuss how to:


  • Identify opportunities to shift-left toward self-service and first-level resolution
  • Explain and measure the value of shift-left initiatives
  • Build and promote self-service tools that customers actually use
  • Get customers back to work more quickly and reduce time resetting passwords
  • Improve first-level resolution for group membership and access requests

View the Webcast Recording

Move Forward by Shifting Left: Enabling Self-Service and First-Level Resolution in 2021

About Our Speaker(s)

IT Helpdesk Consultant
Andrew Gilliam is an HDI-certified IT Support Center Analyst for a public university and an ICMI Featured Contributor and was named one of ICMI’s Top 50 Customer Experience Thought Leaders to follow on Twitter. He speaks and writes about Voice of the Customer strategy, employee and customer experience innovation, and contact center best practices. Andrew has developed employee portals, created effective surveys, and built silo-busting collaboration systems. Learn more at, follow @ndytg on Twitter, and connect with him on LinkedIn.
Bruce Macdonald Sr
IAM Project Architect
With 20+ years of experience in the identity and access management field, Bruce is focused on both enterprise identity and privileged access management technologies. Having worked as a senior pre-sales engineer and project architect, his strength is in providing overall strategic direction and execution of corporate identity management programs on a variety of platforms. A results oriented individual, Bruce enjoys solving new creative and technology challenges. His value is in being able to understand complex technologies and provide strategic design direction, project recommendations and thought leadership to customers and senior executives.
Sr Manager Support Operations
Richard Sykora has over 25 years’ experience in Customer Service and Call Center Operations. Richard has managed both national and global operations and has been a speaker at industry conferences and user groups leading participants in various best practices in the Call Center industry. Richard is Senior Manager, Support Operations at Blackbaud, and is Lean Practitioner Certified. Richard is a volunteer and currently Chair, of ReStart Career Development program assisting those in a career transition, and helps connect participants’ natural skills to jobs and careers they were built for with purpose.

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