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Event Details
Allan began his career at PepsiCo in 1985 as a application developer. His 25 years of PepsiCo IT experience has spanned multiple roles including Application Development, Mainframe System Programmer, Unix Sys Admin/DBA, Telecommunications Management, Network Services, Netware and Windows Server Support and most recently leading the Canada Help Desk and Desktop Teams.
Allan took on the role of Manager Helpdesk, Canada in 2007. Part of those duties included the Quality Program for the entire PepsiCo Support Center. This program is geared for continuous improvement to strive for customer satisfaction on each and every call.
This session is specifically designed to provide an overview of how to create, implement and maintain a successful quality program for your department/company. As a participant, you will discuss creative strategies for enhancing your internal /external customers' experience, when calling your company's helpdesk for technical support. The presentation covers on-boarding right through to client survey recommendations. This session also includes best practices for reviewing, evaluating, and score carding your helpdesk analyst based on their performance.
Key Learnings
- Introduction to Creating a Quality Program
- Steps in a Quality Program
- How to setup, implement and maintain your Quality Program
- Improving the Customer Experience
What You can Take Back
- Working Sample Score Cards
- Sample Manual Format
Where
Novotel Toronto North York Hotel
3 Park Home Avenue
Toronto,
Ontario M2N 6L3
Canada
Other Maps:
Hosted By
HDI Trillium Chapter
Since 1990, the HDI Trillium Chapter (formerly known as HDI-Toronto Chapter) has provided its members with targeted information about the technologies, tools, training and latest trends of the help desk and the service support industry.
We encourage sharing of information and provide numerous opportunities for members to network with their peers. The HDI Trillium Chapter is associated with ThinkHDI, a global organization that has more than 50 local chapters across North America. Once you become a member of ThinkHDI Global, you are a member of your local chapter.
Joining the HDI Trillium Chapter is your opportunity to:
- Learn best practices for IT service and support
- Stay up-to-date on industry standards and trends
- Share ideas and experiences
- Network with industry professionals
- Contribute your knowledge and make a difference
- Connecting service and support professionals throughout Southern Ontario
