San Francisco, California
London, United Kingdom
Friday, August 8, 2014 1:00 p.m. to 4:00 p.m.
Stefanini, 27335 W 11 Mile Rd, Southfield, MI 48033
Service Levels, Big Data, and Dashboards:
Building the Best Formula for Total Customer Satisfaction
Presented by Eric Goupil
Today’s Service Desks face a growing challenge of trying to understand and meet the varying service expectations of our customers. The Service Desk marketplace is filled with countless ‘solutions’ to crack the code on customer satisfaction via self-help, automation, multimedia blending, offshore/onshore, multilingual support, shift left, etc. The options are endless.
Additionally, Service Desk managers are faced with various Service Level goals, millions of lines of Incident and Request data, and all the customer satisfaction survey responses.
It’s hard to know where to even begin!
During this presentation we will share tips and techniques to:
- Uncover what is of ‘real’ value to customers.
- Look beyond the Service Levels as the main KPI of Customer Satisfaction.
- Maneuver through the Big Data system to find targeted improvement opportunities.
- Simple dashboard methodologies to visually inspire actions.
Eric Goupil is the Senior Director of Continuous Service Improvement for Stefanini. He is responsible for creation, development, and implementation of Stefanini's strategic Continuous Service Improvement (CSI) program across a global customer base. He has developed leading edge methodologies to align key customer values to Continuous Service Improvement opportunities via targeted data analytics, Six Sigma processes, and customized business intelligence based analyses that deliver high value improvements and improved Customer Satisfaction. He is also responsible for setting strategies for 'big data' analytics including Predictive and Prescriptive Analytics.
When & Where
HDI Local Chapter; Motown
The HDI Motown Chapter is a Community of technology service and support professionals that provides regular Opportunities for its members to network, exchange best practices and enhance their skills through sponsored training and relevant educational programs.
As a legal not-for-profit corporation, chartered in December 1999, we host regular chapter meetings at varying locations around the Metro-Detroit area and also offer some members only training and networking opportunities. Most of our chapter meetings are free and open to anyone working in or interested in the IT Service and Support industry.