Join us on Thursday, May 16th at 10:00 AM Pacific for this complimentary, experienced based one-hour webinar hosted by Service Strategies. What is the key to business success? COLLABORATION. In this interactive webinar, author and executive coach Shawn Kent Hayashi will discuss the principles outlined in her latest book “Conversations That Get Results and Inspire Collaboration.” Shawn will highlight best practices for engaging leaders, peers, and employees to build momentum toward success.
Join Service Strategies for the Service Industry Summit – Asia Pacific, on May 21 – 22 in Sydney, Australia. The event theme is Perspectives on Global Technology Services. Learn from industry leading service organizations, share best practices and discuss the latest issues and trends critical to your business.
Some managers believe that after funding and arranging a training class for a field service engineer that their work in enabling high-levels of performance is done…but this is not the case. Knowledge is defined as information organised in a way that I can act on it. This implies that it has to be in context, i.e., what is knowledge to you might not be knowledge to me. By nature, knowledge is incomplete, abstract and difficult to transfer.
In this presentation delivered at the 2012 Service Industry Summit, Hilbrand Rustema, managing director of Noventum Service Management explained why the service business will be the source of profitable growth in high income countries and why more businesses should follow the examples of companies that have undergone successful service transformations.
In this presentation delivered at the 2012 Service Industry Summit, Terri Kolander, director of Support Certifications for McKesson Corporation discussed how McKesson is leveraging the Service Capability & Performance Standards to provide industry driven benchmarking for service business performance, targeting strategic support initiatives and providing a more consistent customer experience.
In this presentation delivered at the 2012 Service Industry Summit, Matt Sicking, Vice President of Siemens’ Global Technical Access Center (GTAC) discussed how the company has elevated the level of satisfaction their customers experience. Matt highlighted how the GTAC introduced the “Latte Support” concept in order to create a personalized, world-class support experience for their customers.
In this presentation, delivered at the 2012 Service Industry Summit, Jesus Blasquez, Director Client Services for SCC Soft Computer discussed his organization’s account management staffing model. The session included a review of the client classification system and complexity scoring model used to predict Account Management resource requirements and the methods used to ensure service quality and program success.
In this presentation, delivered at the 2012 Service Industry Summit, MaryAlice Bastian and Douglas Lumb of EMC will discuss some specific optimization areas applied to EMC Customer Service’s Front-Line Call Center organization during the past year, and the effect these improvements have had upon both the customer experience and the efficiency of the business.