Build Your Engine for Continuous Improvement.

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.

Our own 24/7 service desk tackles these same challenges every day. By using a continuous improvement approach, we're able to increase customer satisfaction while driving down contact volume over time. 

In Part II of this webinar series, we'll share the principles and methodologies that are central to our culture of continuous improvement, including:

  • How and why to conduct regular Pareto analyses
  • The tools needed to identify and gather data
  • Implementing the right processes
  • Contact reduction techniques
By incorporating these continuous improvement processes into your service desk operation, you'll ensure your team is always delivering, no matter how the technology landscape changes.

About the Series

In this three-part webinar series, Zach Brand, Quality and Delivery Manager at Virteva, will share the methodology 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.

Don't miss Part I of this series:

Part 1: Quality Management

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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.