CX at Alliance 2020: Focus on the Service Desk

By Lorne Henne posted 01-29-2020 10:07 AM


The Call center/ Help desk / Contact center /Service desk / One stop Shop – whatever you choose to call them, we all have them, we all use them, and we all have experiences, from the great, to the nightmarish.  Universities, like all large organizations, can sometimes feel like cumbersome kafkaesque bureaucracies that challenge inhabitants to jump through hoops to navigate the landscape and accomplish individual goals. Customers, on the other hand, hate problems, and when they encounter one, need a fast and effective solution. How do we reconcile these inherent contradictions?   Increasing customer expectations has driven the demand for processes and technologies to support these ever changing, ever growing needs and provide first-class service.

Spotlighting Oracle’s contributions to the contact center market is Modernizing the Constituent Experience.”  Oracle provides a comprehensive customer engagement solution so that customer service professionals can provide timely and accurate answers to customer inquiries, navigate complex organizational structures, and manage the cost to serve. Their solution delivers rapid, low cost, high impact improvements in customer service, using state-of-the-art web and contact center tools.  Learn more about Oracle’s product offerings by joining us for this session.

The ServiceNow platform is highlighted in our second Service desk related session:  Improving IT Service delivery: An ITIL Journey.  This session will discuss the basics of the ITIL and ITSM framework and the implementation of the ServiceNow platform at one university.  ITIL, an acronym for Information Technology Infrastructure Library, is a set of detailed practices for IT service management (ITSM) that focuses on aligning IT services with business needs. From change management to incident management, these guidelines are the driving force behind the proactive and continuous improvement of service. This presentation introduces service desk theory and best practice, as well as the details of a project roll out plan to effect institutional change.  

Whether you are looking for information on current best practice, replacing your current Support/Help Desk modules, or just trying to find/confirm where you stand on the CRM Maturity model in regards to customer service, these sessions will definitely provide some great background, ideas, and food for thought. Don’t miss them!


Register for these sessions using the Alliance 2020 Mobile App – available here!

Session # 7092 : Modernizing the Constituent Experience

Session # 6798 : Improving IT Service delivery: An ITIL Journey