Date: Wednesday, May 21, 2008
Time: 11:00 AM – 12:00 PM EDT

The pressure is increasing on IT support organizations to increase productivity while remaining cost-efficient. The need to do more with less makes self-service through knowledge-based tools the logical solution for increasing help desk agent support capacity and improving user satisfaction, while driving down operational costs.

Join us for a free, one-hour Webcast that explores why knowledge-based self-service represents the next level of help desk technology required to help streamline the expansion and cost-effectiveness of corporate-wide IT support.

Presenters will address how IT organizations can:

• Rapidly implement a self-service solution that delivers measurable results
• Significantly increase user satisfaction by allowing them to effectively to solve issues 24/7
• Create a dynamic knowledge base that centralizes and structures content for access by end-users and support analysts
• Increase your existing support team’s ability to handle more incidents by up to 30% through increased zero-contact and first contact resolutions
• Reduce training time and learning curves for new service desk professionals and new employees

In addition, learn how world-class organizations have achieved significant operational and financial benefits from their self-service initiatives while successfully developing new support cultures.

About the Presenters:

Pete McGarahan
A recognized visionary in support industry best practices, Pete McGarahan is the founder and president of McGarahan & Associates. Pete is also the acting Chairman of the IT Infrastructure Management Association, a sister organization to HDI. His passions for customer service led the Taco Bell support organization to achieve the Help Desk Institute Team Excellence Award. IT Support News also named him one of the "Top 25 Professionals in the Service and Support Industry" in 1999. Support professionals voted McGarahan "The Legend of the Year" in 2002 and again in 2004 at the Help Desk Professionals conference for his endless energy, mentoring and coaching and his valuable contribution to the support industry and community. For more information, visit www.mcgarahan.com.

Simon Yelsky
Simon Yelsky is the Vice President of Product Management and Client Success at RightAnswers, Inc. An expert in portal technology, product intelligence, workflow management and advanced knowledge management technologies, Simon has worked with some of the world’s largest companies to architect and implement state-of-the-art knowledge discovery platforms.

Register now! Space is limited!