october, 2019

29oct1:35 PMThinkTank: Equipping Your Agents to Deliver Proactive, End-to-End ServiceCONCURRENT COLLABORATION ZONES – The Strategic Boardroom and ThinkTanks | Choose one of the following zones:1:35 PM Fab Facilitator: Andrew Papparides, Head of Support Strategy, ServiceNow

Event Details

Customers expect a quick response to their issues. They want you to diagnose and recognize the problem and then provide relief as fast as possible. But you shouldn’t stop there. After you’ve received their acceptance of the proposed resolution, fully removing the defect prevents other customers from experiencing the same issue. The 5 R’s above—response, recognition, relief, resolution, and removal—are simple to list. Yet in a complex environment, such as when agents must work with other departments, completing all five steps rapidly and consistently is challenging without automation. This interactive session will explore a team support philosophy for the 5 R’s and discuss how a blueprint for high-performance customer support could apply to your organization.

Key Take-Aways:

  • Best practices for resolving complex issues end-to-end
  • Critical elements enabling problems to be fixed before customers know they have them
  • Proven ways to instantly take care of common customer requests

ThinkTank sessions employ interactive team exercises in a “roll up your sleeves” learning environment.

The Strategic Boardroom engages participants in high-level debate and discussion around preparing the C-Suite conversations on customer experience and customer care issues facing the organization.

Please note: The Strategic Boardroom is reserved for senior level, seasoned executives and seating is limited to encourage maximum participant interaction.


(Tuesday) 1:35 PM

Fab Facilitator

Andrew Papparides, Head of Support Strategy, ServiceNow

Speaker LinkSpeaker Link