Call Avoidance, First Call
Resolution and Diagnose before Dispatch Concepts
Sponsor
Presenter
Gene Wong
Summary
Gene’s presentation will cover the automation tools,
and processes that enable today’s service desks to resolve incidents on
the first call. See how optimized service desk functions can resolve
network, desktop, software problems, decrease call volume, and increase
customer satisfaction.
Biography
Gene Wong BSc, BComm, has been a leader in the help
desk industry for the past 10 years, and with CA for the past 5 years
consulting across North America in the areas of Help Desk Management,
CRM, Desktop Management, Knowledge Tools, and Enterprise Management
solutions.
Day/Time
Wednesday, October 15, 2003 10:00 am - 1:00 pm
Location
Canadian Museum of Civilization
RSVP
To confirm your attendance e-mail at
hdi@magma.ca or call us at
(613) 860-3330. We ask you to RSVP at least 24 hours before the
meeting.
