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Support Services Virtual Summit: Measuring and Improving Self-Service Success and Deflection

Fri, Oct 7, 2016 9:00 AM PDT

Join TSIA and our partners as we share key practices and metrics for measuring success and deflection. We’ll explore why it’s important to the top and bottom line financial performance for support and why these metrics are key to internal and external conversations relative to satisfaction and loyalty. We’ll also highlight ways to stop the internal arguments regarding accuracy of these numbers.

Pacesetter organizations will be sharing how they currently measure success and deflection as well as their best practices related to self-service.

The last hour of the summit will be dedicated to Q&A. For your convenience, you can pre-submit your questions for our experts when you register.

This 4-hour interactive virtual summit is open to all at no charge.

Don’t miss this exciting virtual event – register now to reserve your spot!

9:00 AM: Welcome, John Ragsdale, VP Research, Technology & Social, TSIA
9:00-9:30 AM: Judith Platz, VP Research, Customer Success & Support Services, TSIA
9:30-10:00 AM: David Kay, Principal, DB Kay & Associates, Inc.
10:00-10:30 AM: Jennifer MacIntosh, VP, Customer Success, Coveo
10:30-10:50 AM: Ryan Mathews, Manager of Service Operations, Extreme Networks
10:50-11:20 AM: Ashimendu Bose, Director - CSC Infrastructure, Automation & Knowledge Management, Hewlett-Packard Enterprise
11:20-11:40 AM: Pattabhi Raman, Senior Manager, Global Support Infrastructure, ‎Informatica
11:40-12:00 PM: Patrick Quinlan, Manager, Technical Support Knowledge Services, Citrix
12:00-1:00 PM: Q&A and Discussion

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