Join us as we celebrate the winners of the HDI Skyway Best Service and Support Analyst and Technicians. In addition, we will have a guest speaker, Rae Ann Bruno.
The eX Factors for Achieving Excellence
Many would say that support excellence is achieved when analysts and techs meet their service level metrics, deliver first contact resolution or drive high customer satisfaction. However, the way customers feel about IT and support goes beyond “hitting the numbers”. Excellence is achieved when the experience is great and measures are balanced across efficiency, quality, and business outcomes. Changing the focus from numbers to experience (employee and customer and user) is the most direct path to excellence. Learn how to focus on the X factors to achieve balance between efficiency, effectiveness, and experience.
Rae Ann Bruno is the President of Business Solutions Training, Inc (BST), an organization focused on training and consulting in various areas of Experience, IT Service Management, Knowledge-Centered Service (KCS), Service Desk Improvement, Internal Marketing, Metrics and ITIL Process Improvement.
Rae Ann has been an HDI Business Associate for training and consulting since 2006. She was named one of HDI’s Top 25 thought leaders in 2016, 2021, 22, 23 and was inducted into the HDI Hall of Fame in 2017. She was also named one of Cherwell’s IT Legends in 2017. Rae Ann is an APMG-certified trainer for Experience Essentials, XLA Foundation, and Experience Practitioner and a host for XLA.TV. She has earned several HDI, Experience Collab/APMG , ITSM Academy and ITIL certifications. She is a frequent conference speaker and the author of many articles and white papers.