Sept2008 Hdi Motown September 2008Presentation Transcript
Lee Thomas, CORT
Ilene Lanfear, Taubman Company
Scott Goemmel, PMV Technologies
Karl Graham, Caretech Solutions
Steve Foster, New Horizons
Emcee: Nihal Solomon, HDI Motown & Robert Half Technologies
Questions provided in advance by members
Our emcee will select a panelist to begin each discussion
Other panelists can provide their input at any time
6 minute time limit per question to ensure we can cover all questions
The panel will field live questions from the audience, if time permits.
How would you rate the maturity of your support organization in terms of metrics and process/procedures?
Does your company have a formal career path for IT Support Professionals? Does it work?
By what key metrics is your support staff measured?
How have you determined staffing levels for your organization?
What percentage of your call center staff is designated as “support”? (not on the phone) How do you handle the difficulty of justifying these positions to your senior management team?
How do you measure customer satisfaction? What are your customers telling you about the services you provide?
What can/do you do to facilitate control how technology gets implemented? (example IPHONE)
What is your organization’s top goal for 2008/2009?
What do you foresee as the toughest issue you will encounter in the next year?
Do you foresee any significant staffing changes for your organization over the next 1-3 years?
See you in 15 minutes!
What are your thoughts on obtaining HDI (or other) technical and non-technical certifications for your staff?
What technology (or other influence) do you foresee creating the next challenge for IT Support?
What is the toughest challenge that you have overcome in the past 12 months?
How do you see IT’s role changing as it relates to being a strategic resource within the business?
Has the recent increase in gas prices influenced your department or company’s policy on telecommuting?
How is your IT Helpdesk supporting the mobile user?
As a department has your recruiting practices changed to attract the recent Generation Y graduates?
Topic: Transforming from Helpdesk to Service Desk
Roundtable: Syngergizing your Generations
by Brenda Iniguez, Americas Service Management Services Director @ FrontRange Solutions
Thomas M. Cooley Law School (Auburn Hills)
HDI Analyst of the Year
Start thinking about who to nominate!
Forms are on the HDI Motown website
New, simplified forms
Due to us by Halloween
HDI Motown Analyst of the Year Selected before Thanksgiving
Winner announced on December 11 th Meeting
Regional Competition in January
Hitting desks the end of September
Customer Service Week
SPIN every day with HDI
Pete McGarahan, Phil Gerbyshak, Kirk Weisler, and other featured speakers
Watch for upcoming announcements!
3rd quarter Focus Book:
“ The Sound of Quality: Best Practices in Call Monitoring”
by Bob Last
“ HDI Manager of the Year”
Developing criteria now
HDI Training If you have anyone attending these, let us know. Date Location Course Member Non-Member 9/29 - 9/30 Detroit, MI HDI Support Center Analyst $1295 $1395 10/1 - 10/3 Detroit, MI HDI Support Center Manager $1795 $1895