WEBINAR
Support can't do it alone:
Practical advice for working across teams to solve requests
Date & time:
November 18th, 10:30 am EST / 3:30 pm GMT
Customer requests go to the Support department, but that’s not always where they stay. Technical requests may call for work from Engineering or Product teams, client tickets may require input from Account Managers, and order or delivery problems may need action from Operations. In many organizations, the handoffs between teams create bottlenecks that slow down issue resolution and frustrate customers (as well as the agents responsible for closing the tickets). So what does it take to get multiple teams working in sync on support requests?
In this webinar, Reg Gray, Head of Product Support at Aquila Learning, and Dan Sayer, Director of Engineering Quality and Support at Deskpro, will share how they have both improved collaboration across their organization’s Support and Engineering teams to deliver faster results for customers. They’ll share practical guidance for Support leaders that need to work across any other teams or departments to solve complex issues.
Join the webinar to learn:
- How Aquila Learning and Deskpro are using processes and technology to improve collaboration on support requests
- How to partner with other departments to create help center content
- How to increase the visibility of your support team with cross-department reporting
Meet the speakers
Reg Gray
Head of Product Support, Aquila Learning
Reg Gray is an operations leader with 15+ years in SaaS, specializing in support operations, customer success, and scalable service delivery. He currently leads Product Support at Aquila Learning, a software company that offers innovative training technologies for complex training needs and highly regulated industries such as Defense and Aerospace.
Dan Sayer
Director of Engineering Quality and Support, Deskpro
Dan Sayer has over a decade of experience in software quality, including ISTQB Advanced certification and QA leadership. At Deskpro, he leads the teams responsible for QA and release management, as well as a global support function spanning the US, UK, and the Philippines.