Welcome to our Building a Next-Level Service Desk webinar series, where Zach Brand, Quality and Delivery Manager at Virteva, shared the methodology behind how Virteva manages over 350,000 customer cases annually.
Part 1: Quality Management
Watch Part I of this webinar series to learn the secrets of ensuring quality in every interaction, including:
Part 2: Continuous Improvement
In Part II of this webinar series, we'll share the principles and methodologies that are central to our culture of continuous improvement, including:
Part 3: Metrics and Reporting
In Part III of this webinar series, we'll share our approach to establishing metrics and reporting criteria that really make an impact.Topics will include:
By applying these approaches to measuring success to your service desk operation, you'll know your team is delivering service in the ways that matter most to your customer.
But once you implement it, what should you do next? We analyzed over 500 demands submitted across our entire customer base of ServiceNow users during the past six months to identify the most common use cases and provide insights and ideas to other ServiceNow users.
Downloading this eBook will help you decide which step to take next on your ServiceNow journey.
The ever-expanding variety of devices, servers, and applications available to end-users today puts increasingly difficult demands on traditional IT departments. And while teams are busy fighting the day-to-day fires, they’re holding off on addressing the grander vision for digital transformation and capitalizing on industry trends.
Watch our webinar to hear about Virteva's journey to the cloud through Todd Mortenson’s firsthand experience with ServiceNow.
To truly delight customers today, organizations must provide experiences that are personalized, proactive, and always improving. The only way to achieve that level of service is to look beyond what you see in superficial data and address what’s really going on below the surface.
In this webinar, Jamey Anderson, EVP of Delivery and Operations at Virteva, will share a case study about Virteva's own efforts to manage over 350,000 customer cases and interactions annually.
What makes companies like Amazon and Zappos so good at customer service? They provide proactive, personalized experiences - and they do it for hundreds of thousands of customers every day.
Join Shannon Gronemeyer and Suzie Goan from Customer Centered Strategies and Steve Griffiths from Virteva as they explore the state of Customer Experience today and in the future.