ROY ATKINSON - Midwest Mini Tour - Omaha - Des Moines - Kansas City

Taking the Road Less Traveled: Multichannel Support Offers Choice

Don't miss YOUR opportunity to meet and be enlightened by one of HDI's most prominent experts in IT service management and customer service -- Roy Atkinson!  Roy will present at midwest HDI chapters in February.

In recent years, new technologies have emerged and customer preferences have changed. New contact channels have been added in many support organizations to accommodate customers, but the practices and metrics of the support center may not have kept pace. In this presentation, Roy Atkinson will discuss what HDI research shows about channel usage, and delve into the thorny issue of using outdated metrics to try to measure the different channels. One road may lead to the Maze of the Unmeasured, but another leads to the Pleasant Fields of Clarity.

Mini Tour Schedule:
  • Omaha, NE on Tuesday, February 3rd at HDI Nebraska! 
  • Des Moines, IA on February 4th at HDI Iowa!
  • Kansas City on February 5th at HDI Heartland!

Roy is HDI's senior writer/analyst, acting as in-house subject matter expert and chief writer for SupportWorld articles and white papers. In addition to being a member of the HDI International Certification Standards Committee and the HDI Desktop Support Advisory Board, Roy is a popular speaker at HDI conferences and is well known to HDI local chapter audiences. His background is in both service desk and desktop support as well as small-business consulting. Roy's blogs regularly appear on HDIConnect, and he is highly rated on social media, especially on the topics of IT service management and customer service. He studied advanced management strategy at Tulane University’s Freeman Graduate School of Business, and he is a certified HDI Support Center Manager. You can follow him on Twitter at @RoyAtkinson and @HDI_Analyst

Tuesday, February 3, 2015
3:30 - 5:30 PM CT
Farm Credit Services of America - North Building
4979 S 118TH ST
Omaha, NE 68137


March 24 -27, 2015 - Mandalay Bay, Las Vegas