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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: 9:00 am - 10:00 am

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