Learn the Quality Management processes that move the needle.

Service desk organizations today must provide customer experiences that are personalized, proactive, and always improving. At the same time, they're faced with supporting end-users with varying levels of abilities and an increasingly complex array of technologies. In this environment, something is bound to go wrong eventually.

Watch Part I of this webinar series to learn the secrets of ensuring quality in every interaction, including:

  • Overview of Customer Care
  • Building a Quality Management form to get the info you need
  • Using Knowledge Articles to be successful
  • The impact of training for both analysts and customers
By incorporating these QM processes into your service desk operation, you'll get better data for your reporting needs while seeing customer satisfaction on the rise.

About the Series

In this three-part webinar series, Zach Brand, Quality and Delivery Manager at Virteva, will share the secrets behind how Virteva's own service desk manages over 350,000 customer cases and interactions annually while simultaneously working to improve customer experiences over time.

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Presented By:

Zach Brand, Quality and Delivery Manager, Virteva

After starting Virteva’s Quality Management practice three years ago and growing it to a dedicated team of four people, Zach has lead efforts to improve both customer and Virteva processes through continuous improvement methodology. He has spent time working as a Service Desk Analyst, and has also held roles in Marketing, Sales, and Account Management. Prior to Virteva, he learned excellent business management and leadership skills for a Fortune 100 retailer. He is an avid learner the enjoys reading about various topics such as Lean Six Sigma, Leadership, Management, Service Delivery, and how business can leverage technology to achieve its goals.