Staples® Makes Self-Service Easy
Date: Thursday, March 4, 2010
Time: 11:00 AM - 12:00 PM EST
Presenters:
- Simon Yelsky
Vice President of Product Management and Client Success, RightAnswers, Inc. - Jeremy Kurtz
IS Manager, Staples
When Staples decided to find ways to streamline their IT support organization, they decided that a knowledge management platform could yield the results they desired. With that mission, the company developed a structured initiative to:
- Evaluate the marketplace for knowledge-based self-service products that would work for them
- Integrate the solution into their existing Help Desk environment
- Implement and deploy the solution on a tight schedule
- Drive the adoption process and demonstrate measurable results
The self-service and knowledge management end-result achieved by Staples validated the organization's vision that self-service CAN work! With their solid user adoption reinforced by end users and support analysts, Staples was able to build a strong knowledge foundation which has yielded impressive gains in productivity and cost reductions.
Guest speaker Jeremy Kurtz, IS Manager at Staples will discuss:
Technology support professionals and executives charged with:
Guest speaker Jeremy Kurtz, IS Manager at Staples will discuss:
- Why Staples selected and implemented its self-service and support analyst platform
- Share the results they have experienced
- Provide insight on how to promote a self-service way of life
- How to achieve self-service and support analyst success
- Demonstrate how RightAnswers' Unified Knowledge Suite can help enable companies of all sizes achieve significant results
- How to set goals and measure success
Technology support professionals and executives charged with:
- Increasing help desk productivity and ROI.
- Reducing call escalations.
- Increasing end-user satisfaction.
- Managing knowledge for internal support.
- Expanding support analyst resources
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