Support World Live is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

Browse, filter, and select your list of sessions and activities. You can plan your schedule in advance and access it before and during the show via export or the conference app. This tool is provided for your convenience and does not guarantee admission to the sessions you select. Adding a session to your schedule does not register you for any preconference training or workshops.

Session 705: Swarming: Culture First

Kara Bereman  (Product Support Sr. Manager, The Home Depot)

Daniel Byer  (Product Support Manager, The Home Depot)

Location: TBD

Date: Friday, August 7

Time: 9:00am - 10:00am

Pass Type: Premium Package, Standard Package - Get your pass now!

Track: Pursuing Service Excellence

Vault Recording: TBD

Audience Level: All

A successful swarming support model is 80% culture and 20% process/technology. The Home Depot team set set a course to improve our caller satisfaction, our associate satisfaction and our partnerships with other IT teams by transforming our fundamental operational posture. In every aspect of their journey, they put culture first—everything else came easy after that. But our journey on this unbeaten path was a multiyear and multigoal effort.

Attend this session to learn why:
• Swarming is a game changing support model
• Immediate resolution can be the norm
• Holistically embracing a knowledge centered support culture and leaning in to doing what is right is a fundamental and critical key to unlocking success with swarming