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SupportWorld Live 2020 Schedule Builder
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.
Shift-left is a common term in service and support, but it’s not yet common practice. For those brave enough to take it on, they often wonder where to start. In this case study, Rich Sykora will share Blackbaud’s experience shifting left. Starting off with a review of the shift-left concept, Rich will then present a framework for participants to reference when determining their organizations’ readiness to shift-left, including key self-check questions:
• Have you documented your current processes? • Do you actively conduct Kaizens? • Do you study and or track closure code, case categorization, etc.? • Have you conducted an inventory of current tools? Participants will leave with an action plan that they can use to start shifting left.
