Curtis Roden received the Manager's Choice Award for 2014 from Linda Massey for demonstrating the practice of "Put the Client First". In the congratulatory message, Curtis was recognized for bringing technical solutions and recommendations to account team and client meetings that focused on the end solution rather than a temporary fix. He was also praised for sharing his knowledge of ITIL best practices, even when facing pushback, and for coordinating iLO remediation efforts through responsiveness and dedication, working long hours with short turnarounds.
Customer experiences and support are omnichannel and immediate. We know your brand is dependent on timely support, processes, and responsiveness. We hire and manage experienced support experts to keep clients focused on expanding their business, while we manage the command center.
Is the Service desk the future of the success of your business, does it hold the leaders of the future.
Damian's presentation shares the NTT Data story with examples of how they have transformed an internal IT function into a Business Focussed Service Centre.
As an Insurance company, it is essential keeping your claim and risk assessment run smoothly at all times. It’s not an easy task to always manage negative findings and focus on the other goals like timeliness and pieces of evidence especially when every claim is a firefighting
We can help with your claim management…
Customer experiences and support are omnichannel and immediate. We know your brand is dependent on timely support, processes, and responsiveness. We hire and manage experienced support experts to keep clients focused on expanding their business, while we manage the command center.
Is the Service desk the future of the success of your business, does it hold the leaders of the future.
Damian's presentation shares the NTT Data story with examples of how they have transformed an internal IT function into a Business Focussed Service Centre.
As an Insurance company, it is essential keeping your claim and risk assessment run smoothly at all times. It’s not an easy task to always manage negative findings and focus on the other goals like timeliness and pieces of evidence especially when every claim is a firefighting
We can help with your claim management…
The Evolving Role of the Service Desk Analyst, Keith Wilkins, AvocetService Desk Institute
Slides presented by Keith Wilkins of Avocet Recruitment during a webinar for SDI to discuss the ways that service desk analyst roles are changing, why and how this is coming about and what the future might have in store. Broadcast on 21 December 2015
Yesterday's methods of 'listening to customer' are too slow, outdated, all far too infrequent and often don't go nearly deep enough to really keep up with
changing customer wants and needs - so for success with your customers tomorrow it's all about bringing all the data into one place, where a company can look at and understand everything the customer is saying about the company, its products, and customer experiences
Welcome to eResponse Recruitment - the only specialist recruitment agency dedicated specifically for candidates and employers within Worcestershire and South Birmingham community.
Our enthusiastic and experienced team have many years of experience matching candidates to their right role – and we have vast amounts of experience of working in the industries that we are recruiting in too.
Established in 2003, we operate from Redditch and Worcester, and we have made it our priority to know the local area just as well as we know our trade!
The Evolution of Support: How to Manage Customer Support in an Era of Self-helpErin Washington
As self-service as a customer preference continues to grow, it's more important than ever that we assess the amount of support being given to our customer service reps. Is there a way to find the right balance between self-service and support?
Every aspect of the service desk has changed in recent years: people, processes, and technology; the use of data, information, and knowledge; and, perhaps most dramatically, users. Today’s technology users are increasingly savvy and self-sufficient. In this session, we explore the strategies companies are using to address trends like social support, mobile support, self-service and self-help, BYOD, and cloud computing.
What is the service desk of the future? Mike Matthews & Dave Ewart, Fujitsu U...Service Desk Institute
In today’s communication age, The Workplace is anywhere, working hours are anytime and the diversity of devices we choose to live our private and business lives through, seemingly changes weekly.
Leading consumer organisations know their user base, understand the shopping habits of their customers and shape their services around them, so why can’t business IT think in the same way?
Well Begun Is Half Done: Creating Dynamic and Living Team ChartersTechWell
Aristotle once stated, “Well begun is half done.” However, many agile initiatives suffer from a feeble launch. So how can we increase the likelihood of success for a team or organization? By developing a sound team charter. Beginning with the end in mind, we use retrospective techniques to develop consensus around objectives, vision, and mission. Linda Cook and Chris Espy introduce the components of a good charter and explain how those components help focus the team toward a common goal. In addition, the development of the recommended charter components ensures that key questions are succinctly answered during the kickoff of a team’s efforts. Linda describes when to create or revise a charter and the associated artifacts and process that provide a framework for the team charter. Learn the various types of charters and their recommended content. During the workshop activity, teams will develop a complete charter for a team of their choice or for a provided case study.
HDI Capital Area Meeting March 2019 Next Step Quality: 5 Steps to Increasing ...hdicapitalarea
About the Program
You may have a great team of professional, courteous, customer-service oriented analysts, but that doesn't mean they'll always know how to resolve an issue. Attend this interactive presentation for a discussion of the many obstacles to service desk effectiveness and strategies for overcoming them. Leave motivated to begin implementing these strategies and increasing quality on your service desk right away!
Learn how to:
- Assess the quality of your current support
- Utilize in-house resources to tailor and deliver a comprehensive training program
- Leverage knowledge management
- Enforce policies to ensure information is retained and utilized
Lean Software & Systems Conference - Business901 PresentationBusiness901
This is the Business901 presentation at the Lean Software and Systems Conference 2012. What I have learned from many of my podcast guests is how it started.
We help organisations in Ireland achieve greater efficiency by offering customised onsite training with a business focus. We are in Dublin Cork Galway Athlone Limerick Wexford
The Evolving Role of the Service Desk Analyst, Keith Wilkins, AvocetService Desk Institute
Slides presented by Keith Wilkins of Avocet Recruitment during a webinar for SDI to discuss the ways that service desk analyst roles are changing, why and how this is coming about and what the future might have in store. Broadcast on 21 December 2015
Yesterday's methods of 'listening to customer' are too slow, outdated, all far too infrequent and often don't go nearly deep enough to really keep up with
changing customer wants and needs - so for success with your customers tomorrow it's all about bringing all the data into one place, where a company can look at and understand everything the customer is saying about the company, its products, and customer experiences
Welcome to eResponse Recruitment - the only specialist recruitment agency dedicated specifically for candidates and employers within Worcestershire and South Birmingham community.
Our enthusiastic and experienced team have many years of experience matching candidates to their right role – and we have vast amounts of experience of working in the industries that we are recruiting in too.
Established in 2003, we operate from Redditch and Worcester, and we have made it our priority to know the local area just as well as we know our trade!
The Evolution of Support: How to Manage Customer Support in an Era of Self-helpErin Washington
As self-service as a customer preference continues to grow, it's more important than ever that we assess the amount of support being given to our customer service reps. Is there a way to find the right balance between self-service and support?
Every aspect of the service desk has changed in recent years: people, processes, and technology; the use of data, information, and knowledge; and, perhaps most dramatically, users. Today’s technology users are increasingly savvy and self-sufficient. In this session, we explore the strategies companies are using to address trends like social support, mobile support, self-service and self-help, BYOD, and cloud computing.
What is the service desk of the future? Mike Matthews & Dave Ewart, Fujitsu U...Service Desk Institute
In today’s communication age, The Workplace is anywhere, working hours are anytime and the diversity of devices we choose to live our private and business lives through, seemingly changes weekly.
Leading consumer organisations know their user base, understand the shopping habits of their customers and shape their services around them, so why can’t business IT think in the same way?
Well Begun Is Half Done: Creating Dynamic and Living Team ChartersTechWell
Aristotle once stated, “Well begun is half done.” However, many agile initiatives suffer from a feeble launch. So how can we increase the likelihood of success for a team or organization? By developing a sound team charter. Beginning with the end in mind, we use retrospective techniques to develop consensus around objectives, vision, and mission. Linda Cook and Chris Espy introduce the components of a good charter and explain how those components help focus the team toward a common goal. In addition, the development of the recommended charter components ensures that key questions are succinctly answered during the kickoff of a team’s efforts. Linda describes when to create or revise a charter and the associated artifacts and process that provide a framework for the team charter. Learn the various types of charters and their recommended content. During the workshop activity, teams will develop a complete charter for a team of their choice or for a provided case study.
HDI Capital Area Meeting March 2019 Next Step Quality: 5 Steps to Increasing ...hdicapitalarea
About the Program
You may have a great team of professional, courteous, customer-service oriented analysts, but that doesn't mean they'll always know how to resolve an issue. Attend this interactive presentation for a discussion of the many obstacles to service desk effectiveness and strategies for overcoming them. Leave motivated to begin implementing these strategies and increasing quality on your service desk right away!
Learn how to:
- Assess the quality of your current support
- Utilize in-house resources to tailor and deliver a comprehensive training program
- Leverage knowledge management
- Enforce policies to ensure information is retained and utilized
Lean Software & Systems Conference - Business901 PresentationBusiness901
This is the Business901 presentation at the Lean Software and Systems Conference 2012. What I have learned from many of my podcast guests is how it started.
We help organisations in Ireland achieve greater efficiency by offering customised onsite training with a business focus. We are in Dublin Cork Galway Athlone Limerick Wexford
Climbing the Learning Curve for Performance Support Project RookiesChristopher King
There are critical first steps to take when designing a Performance Support solution that fits both the needs and culture of your organization. We examine valuable lessons for anyone launching their first performance support solution, and study lessons from other first-time performance support efforts that reinforce the importance of a client champion, and the consequences of not clearly explaining what you're doing and why. This is based on my experience as a PM and conversations with other PMs on things they will definitely repeat, and things they don’t want to do ever again.
Whether you're lucky enough to be the first to run a performance support project, or just engaged in grassroots guerrilla performance support, this presentation introduces some of the basic skills and approaches anyone can use to get started with a performance support project.
Customer Segmentation: Design and Delivery (Webinar)CGAP
This webinar, recorded in September with SPTF, covers the design and delivery of customer segmentation work. Included are example cases from CGAP's work, sharings by webinar participants, and a preview of CGAP's forthcoming Customer Segmentation Toolkit. The webinar recording is available at https://youtu.be/RJfthuKif80
South Florida HDI Event IT Industry Awards Celebration January 10, 2013Eddie Vidal
The Analyst of the Year and Desktop Support Technician of the Year awards are an amazing opportunity and honor for our chapter and for the eventual winner who will represent the South Florida HDI chapter. The winners will also compete at the HDI Southeast regional level.
True customer focus is elusive, as internal realities often overshadow customer considerations in day-to-day decisions and behaviors. To get beyond lip-service a major shift in organizational culture is necessary. Learn how to channel leadership and employee engagement to intersect with expectations and long-term well-being of customers.
See https://ClearAction.com
1. Congratulations CURTIS RODEN!
You have been recognized in the Manager’s Choice Award - 2014 program by LINDA MASSEY for the
practice Put the Client First.
Here is your congratulatory message:
Chuck, The technical solutions and recommendations you bring to the Account Team and Client
meetings are appreciated and recognized. Whilst on Client calls you remain focused on what the end
solution is rather than a band-aid. You explain ITIL and best practice and demonstrate your knowledge
by sharing and encouraging the correct behavior, even when others are pushing back. You know what is
best for the Client long term and push for it, especially when you know it's the right thing to do. Your
coordination efforts in the area of iLO remediation have been demonstrated by your responsiveness and
dedication to long hours, long calls, short weekends and requests for immediate turn around when
resources were limited.
I would like to thank you for demonstrating Client First values each day you are at work and know you
are a valued member of the IBM Family and the Intel Patching Team.