HDI 2018 Schedule Builder

View, browse and filter the list of sessions by pass type, track,customer volume and experience level. With this Scheduler Builder, you can plan your schedule in advance and access it before and during the show via export or with the HDI 2018 conference app, once live. Using this tool is for your convenience and does not commit you to the selected sessions.

Session 501: How Walk-Up Support Can Transform the Customer Experience

Justin Menapace (Desktop Support Senior , Freddie Mac)

Location: Room 310

Date: Thursday, April 12

Time: 11:30am - 12:30pm

Pass Type: Conference and Expo Package, Executive Connections - Get your pass now!

Track: Evolving Desktop Support

Experience Level: Fundamental

Organization Maturity: Evolving/Proactive

Vault Recording: TBD

Audience Level: Fundamental

Does your desktop support team suffer from a backlog of tickets? Do customers reach out to you directly, bypassing the service desk? Have you ever played “phone tag” with customers trying to get tickets resolved? Do customers complain about the time it takes to resolve their IT problems? Retailers like Apple, Microsoft, and Comcast have already adopted this model for consumers, so why haven’t we brought it to the enterprise? In this session, you’ll learn how walk-up services can transform the customer experience, decrease time to resolution from days to minutes, boost customer satisfaction, and employee productivity!