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:
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.