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Sept Meeting: Put Down That Phone and Get Your Customers to the Portal!

B.J. Havlik from SRC Technologies will be presenting: “Put Down That Phone and Get Your Customers to the Portal!”

There are a variety of ways to submit requests and incidents: walk-up, telephone, email, website, etc. Is there a way to standardize and automate the process and still deliver exceptional service? B.J. will describe how to drive efficiency in your service desk. His presentation will focus on evaluating the pros and cons of the methods used to request support through the service (Help) desk. He will share best practices and real life examples used to improve overall service, beginning with setting up the service catalog based on business terms, developing a workflow processes to support the selections, and selecting a self-service portal

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