Whatever It Takes: Supporting Our Customers with Skill, Tools, and Tact

Tuesday, March 15, 2011 | 4:30PM–5:30PM | Valencia/First Floor
Session Type: Professional Development
The public face of IT on a campus is often those on the front line who directly support those who use it. What do we need to do create a culture of service that encompasses the best of all we've learned over the years? How do we support those who support? What training is needed to help staff deal with difficult customer situations? What support structures work best: a campus-specific knowledge base, ITIL, crowdsourcing? Bring your thoughts to this lively exchange of ideas as we delve into the issues that keep us up at night and consider solutions that will satisfy our users.

Presenters

  • Cathy O'Bryan

    Chief Executive Officer, Unizin, Ltd.