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When

Friday September 9, 2016 from 11:30 AM to 3:00 PM EDT
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HDI Members: Free
Non-Members: $25

Where

Development Dimensions International 
1225 Washington Pike
Bridgeville, PA 15017  

 
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September 2016 Chapter Meeting

Managing Multi-Channel Support to Improve the Customer Experience

sponsored by:


Managing Multi-Channel Support
by Brian Cochenour, New Horizons - Senior Technical Instructor

The Help Desk serves as the front line for every company’s IT systems and services.  With so many options to contact support and so many different specialties to manage each one, simply keeping systems up and running can be a full-time task.  Brian will explore the options that help desks have to manage these challenges and get their customers back up and running as quickly and painlessly as possible.

Improving Customer Interactions

by Joe McGrogan, Plantronics - Director of Contact Center Solutions

"Why Customer Experience? Why Now?" We've entered the age of the customer — an era where a focus on customers matters more than any other strategic imperative. Companies are waking up to the fact that customers' perceptions have a profound impact on business metrics ranging from brand equity and customer loyalty to increased revenue and cost savings. For firms to succeed, customer experience professionals need to understand the business case for redefining, implementing, and orchestrating the customer experience ecosystem.

Meeting Agenda

11:30–12:00 Registration and Networking
12:00–12:30  Kickoff and Lunch
12:30–1:30 Presentation Part 1
1:30–1:45 Break
1:45–2:45 Presentation Part 2
2:45–3:00

Steel City Chapter Business

Speaker Biographies

Brian Cochenour

Senior Technical Instructor, New Horizons

Prior to his employment at New Horizons, Brian has held positions as a system administrator, technical trainer, fraud specialist, and technical-service representative. Drawing from experience in both end-user and corporate environments and issues, Brian is able to deconstruct complicated theories into easy to follow lessons. This rich professional background allows Brian to provide expertise on a number of technical subjects, including: SharePoint, Microsoft Server, Windows, Networking, and Security. Brian is dedicated to helping his students achieve their goals but also likes to ensure that they have some fun along the way.

Joe McGrogan

Director of Contact Center Solutions

Joe McGrogan has more than 30 years of contact center management experience and, as a Director at Plantronics, is dedicated to developing new headset technologies and strategies that help contact centers improve operations, customer experience and business performance.  Plantronics is regarded as the worldwide leader in communication headsets.  To learn more about Plantronics’ headset solutions, please visit www.plantronics.com

Please register by Wednesday, September 7, 2016

Register Now!