Tapping The Potential Of Self-Service

Tapping The Potential Of Self-Service

Posted on 3 August 2022
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Some have predicted that self-service tools would become so powerful that level 1 support would become obsolete. That hasn't happened yet, and probably won’t happen for quite some time because today's self-help tools aren't powerful enough to rival the knowledge, experience, and troubleshooting capabilities of a human expert.

However, when properly executed, self-service is still a win-win for customers and service desks alike. It can reduce the cost of support and drive higher customer satisfaction! Join Jeff Rumburg as he shares a case study example with benchmarking data to illustrate how to effectively plan, implement, and manage self-service.


Presenter : Jeff Rumburg   15 minutes

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By:Jeff Rumburg
About: Jeff Rumburg is the winner of the 2014 Ron Muns Lifetime Achievement Award, and was named to HDI’s Top 25 Thought Leaders list for 2016. As co-founder and CEO of MetricNet, Jeff has been retained as an IT service and support expert by some of the world’s largest corporations, including American Express, Hewlett Packard, Coca-Cola, and Sony. He was formerly CEO of the Verity Group and Vice President of Gartner. Jeff received his MBA from Harvard University and his MS in Operations Research from Stanford University.

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