The CSSP (Customer Service and Support Professionals) includes contact centers/call centers, help desks/service desks, and service portals serving customers using different mediums from phones, chats, texts, emails, and social media networks. These meetings are open to all supervisors and managers, and there is no cost! The next CSSP meeting is Wednesday, December 7th, 2016 at Boeing in Bellevue. Please register today!
DATE: Wednesday, December 7th, 2016
TIME: 2:00 – 4:30 pm
LOCATION: Boeing in Bellevue
160th Avenue SE and SE Eastgate Way, Building 33-01, Bellevue, WA 98008
“Boeing Case Study: Architecture for a Successful Self-service/Self-help Solution”
Speakers: Richard McLean and Angie Tobin from Boeing
This session will focus on the architecture for a successful self-service/self-help solution. We will explore the Boeing Enterprise Help Desk demand management journey and the foundational architecture that it was built upon to ensure success.
“Benefits of Using a Learning Management System Beyond Just Training”
Speaker: Tony North from SumTotal Systems
The benefits of learning management systems (LMS) can generate measurable business payback. In today’s session you will learn why businesses are also using LMS’s for the less obvious benefit of easily locating content as one of the searchable knowledge bases. You will also learn how they can be used to develop teams.
Tony North has held sales and executive level positions in multiple industries; building, managing and selling products and services. He has spent time with AvenueA (now Microsoft), Attachmate (now WRQ), FrontRange (HEAT), Safeco Insurance, and Ascentis (HROffice) Software. He built teams to provide international services helping customers achieve their business goals and aligning new services like remote monitoring and annual service checkup’s, which improved the retention rate from 43% to 96% within two years for the customers.
Tony North, Worldwide Partner Enablement Consultant for SumTotal Systems, is currently responsible for building and training on global Talent Management and HR Systems.
About CSSP (Customer Service and Support Professionals)
The organization’s concentration is on real life operational issues faced on a daily basis in a call/contact center or help/service desk, sharing proven success strategies. CSSP provides incredible networking and knowledge exchanges in regular meetings, including site tours of different centers. Leading industry experts share their skills and contribute to the organization’s learning experiences, by presenting content-rich sessions, invaluable handouts and resources. CSSP shares information and resources, including job openings and job candidates through email notices.
Learn more about The Customer Service and Support Professionals here: www.hthts.com