CDW Webinar: Transforming Support Services: A Journey to Intelligent Help Desk Operations
In today’s higher education environment, delivering comprehensive IT support requires sophisticated solutions for both ticket management and voice communications. Join CDW for a 1 hour webinar where they explore how our organization revolutionized support services by simultaneously implementing an AI-enhanced help desk platform and cloud-based voice system, sharing crucial insights for institutions considering similar transformations.
Our journey began with a fragmented support system struggling with growing demands. Through strategic implementation, we’ve achieved a significant reduction in ticket resolution time and an increase in first-contact resolution rates. The panel examines our transition process, providing actionable insights for institutions at any stage of support services evolution.
Key Focus Areas:
- Change Management: Navigating resistance to AI-powered solutions and securing stakeholder buy-in
- Implementation Strategy: Phased platform deployment, including pilot programs and feedback loops
- AI Integration: Examples of AI-powered responses enhancing agent efficiency while maintaining service quality
- Knowledge Base Development: Building a self-service portal that reduced routine tickets
- Performance Metrics: Using analytics to drive improvement and demonstrate ROI
- Freshworks: Transforming support staff through new workflows and tools
Attendees will gain:
- Platform evaluation and implementation roadmap
- Change management strategies
- Success measurement methods
- Knowledge base best practices
- AI feature optimization approaches
- Workflow and automation templates
This session suits IT directors, support services managers, and institutional leaders seeking to modernize help desk operations. Our panel includes the project sponsor, implementation lead, and front-line supervisor, offering diverse perspectives on the transformation process.
Through discussion and examples, we’ll demonstrate how intelligent help desk platforms can revolutionize support services while improving staff satisfaction and user experience. Learn to navigate this critical transformation successfully.
Speakers
Nori Barajas-Murphy
CDW Educational Ambassador, CDW
Skyler Richards
Senior Strategic Account Executive, Freshworks
Savio Pinto
Deputy Chief Information Officer, Los Angeles CCD