Listen Up
You can learn from your peers.

 

I recently interviewed the following service and support professionals regarding their path to service excellence. Learn of their goals, mistakes, and successes.   

Enjoy!
Sophie Klossner, HDI Membership Director          

Chris provides insight into why BJC initiated Service Level Management, how they measure success, and some of the roadblocks they encountered.



Session 502 - Service Level Management: A Journey of Baby Steps with Big Results
This impactful session will walk through a detailed gap analysis, 24-month road map, and how culture change was identified and addressed in order to gain the endorsement needed from customers, staff, and management.    

 

Listen as Woodie discusses his company’s experience with outsourcing, in-sourcing, the IVR web, and the evolution of their service structure.



Session 309: Customer Service Magic: 10 Steps to Move Service from Woe to WOW!
This case study highlights one company’s path from being dubbed the “helpless desk” to a world-class customer service organization.      

 

Hear how Dan’s team reduced the call abandonment rate from nearly 20% to a mere 2.75% without additional funding, employees, or resources.



Session 103 - Service Desk + Continuous Improvement = Energized Results
Continuous improvement programs increase quality, raise morale, eliminate waste, and open the door to employee creativity and productivity.    

 

Learn how focusing on his team members self-esteem, confidence and feelings of empowermentmade significant impacts within service delivery.



Session 810: Methods to Build Confidence and Self-Esteem for Support Center Excellence
Build into your staff an unstoppable mission to provide the best care for your clients through a combination of education, empowerment, and self-driven activities.