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About the Presentation |
As IT service gains strategic relevance for businesses and ITIL processes are implemented within the framework of compliance strategies, customer satisfaction has become a major goal for almost every Service Desk, and IT faces the challenge of finding ways to set higher benchmarks for its service goals. This talk introduces a practical method for measuring user/customer satisfaction through email, direct mail, telephone, live and on-line evaluation that has produced significant improvements in over 20 IT shops, leading to increased SLA compliance, up to 30% less complaints, 22% faster solution times in average and up to 40% higher user satisfaction. |
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About the Speaker |
Laura is Chief Consultant and is responsible for ensuring success and quality for projects and strategies on ITIL, Customer and Employee Satisfaction, SLM, Benchmarking, CRM, Help Desk Service and Call Centre. Laura has 13 years experience in auditing, designing & implementing projects in the areas of Information Technology, Quality Assurance, Consumers, Human Resources and Service, for companies such as Fritolay Mexico, Sempra Energy Mexico, PBG Pepsico Mexico, Bank of Mexico, Wyeth, TV Azteca and government organisations among others. Laura holds a Master degree in IS, ITILv3 expert, certified ISO2000 auditor & consultant, and is a Member of the ISM.
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