Next week in Orlando, Florida, the Bomgar team will be exhibiting at the annual HDI 2014 Conference & Expo. Held at the Gaylord Palms Orlando Resort, April 1-4, the conference will provide attendees with first-class technical service and support training sessions, extraordinary speakers and plenty of opportunities to network with technology peers.
Two of Bomgar’s business solutions managers, Greg Cowart and Sara Lisch, will be presenting at the conference, sharing exclusive insight to better improve your service desk with chat and metrics. Cowart’s presentation, How To Successfully Implement Chat, explains why most chat initiatives start off seeming like an answer to prayer but often fail to meet expectations and rarely deliver the promised ROI. This session will offer eight best practices for reaping chat’s rewards and provide benchmarks from MetricNet that support organizations can use to compare the success of their own chat initiatives.
Lisch’s presentation, Linking Metrics to Outcomes: Connecting the Dots, will outline how to avoid the pitfalls of biased self-reported metrics and focusing too closely on commonly used service desk metrics, such as Average Handle Time, rather than a balanced scorecard. She’ll also provide insight into how service desks can collect unbiased and well-rounded feedback and link metrics with outcomes in order to obtain a true picture of performance on which to make business decisions.
The Bomgar booth is No. 302, so make sure to stop by for a demo, Bomgar t-shirt and other goodies! We will have exclusive prizes for members of the Bomgar Insider, so member be sure to check out the challenge and stop by the booth. Not a member? Sign up at the show!