Session 303: Omnichannel Support: Service DeliveryEverywhere (Case Study)

Marie DiRuzza (Director, ITSM, Worcester Polytechnic Institute)

Chris Chagnon (ITSM Applications and Web Developer, Worcester Polytechnic Institute)

Location: Congressional A/B

Date: Tuesday, October 16

Time: 3:15pm - 4:15pm

Pass Type: Conference and Expo Package - Get your pass now!

Track: Optimizing the Service Experience

Format: 60-Minute Case Study

Vault Recording: TBD

Low-cost and easy-access technology is everywhere—our users have ready access to a dozen or more different devices, each of which comes with different capabilities and individual accounts. This technological saturation has had a proportional effect on communication. How can your support organization keep up in an ever-changing technical marketplace and communications landscape? In this session, Chris Chagnon and Marie DiRuzza from Worcester Polytechnic Institute will share their approach to multichannel/omnichannel support, focusing on how they’ve adapted to new realities by making strategic improvements to the user and service experience.