Employee Experience Is Everything: Using Real-Time Employee Data to Optimize Agent Experience and Delight Tech Support Customers and End Users

with Charles Araujo, Ian Aitchison, Roy Atkinson
Apr 19, 2022 - 1:00 p.m. EDT

In this panel discussion, industry thought leaders will discuss the current state of the tech support employee experience. They’ll explore evolving customer and end user expectations, how and where...

How to Deliver High-Touch, Digital-First Tech Support

with Marni Casanova, Marie Ruzzo, Michael Hanson
Mar 22, 2022 - 1:00 p.m. EDT
As the world moves towards a new sense of normalcy, service and support teams will need to keep pace with consumer’s digital...

Are Your IT Service and Support Performance Targets On Target?

with Jeff Rumburg
Feb 15, 2022 - 2:30 p.m. EDT
In this webinar, Jeff Rumburg will use benchmarks for four KPIs – first contact resolution rate, cost per contact, customer satisfaction, and service level – and a case study to illustrate how service and support leaders can establish realistic, transformative performance targets.

Navigating the Value Stream: Applying ITIL4 to Modern Service Management

with Tim McElgunn, Brian Hollandsworth, John Custy
Dec 14, 2021 - 1:00 p.m. EDT

In this insight-packed webinar, you’ll gain a better understanding of the ITIL4 framework and its role in providing effective governance and management of your products and services. 

Following the Leaders: A Panel Discussion on Making Enterprise Service Management Work

with Andrew Graf, Nick Farthing, Saby Waraich, Roy Atkinson
Apr 13, 2021 - 2:00 p.m. EDT
In this webinar, you’ll hear from industry expert Roy Atkinson, Saby Waraich, Nick Farthing, and Andrew Graf, who will share their ESM journeys: what sparked them, how they got started, where they are now, and what they envision for the future. You’ll also have the opportunity to ask...