October 2010

Date: October 6th, 2010
Time: 1:30 pm to 3:30 pm

Location:
Novotel Toronto North York Hotel
3 Park Home Avenue, Toronto, ON, M2N 6L3
T. 416.733.2929
www.novotelnorthyork.com

Speaker: Allan Kelly(PepsiCo Manager HelpDesk, Canada)

Synopsis:

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

About HDI