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Presented at EDUCAUSE Annual Conferences, Support Services, and Customer Service

Recent library resources tagged with Presented at EDUCAUSE Annual Conferences, Support Services, and Customer Service.

No Train, No Gain: Retooling Customer Service Staff into IT Support Professionals
Added by the EDUCAUSE Librarian
Title:No Train, No Gain: Retooling Customer Service Staff into IT Support Professionals (ID: EDU07084)
Author(s):Ellen C. Ramsey (University of Virginia)
Origin:Presented at EDUCAUSE Annual Conferences (10/23/2007)
Type:Presentations/Speeches
Abstract:

Even the most seasoned IT professional needs constant training. How do you instill the love of lifelong learning in nontechnical support staff, at the same time moving them along the continuum toward more confidence and skill in technology support and troubleshooting? Empower them to learn, then teach them to teach other.

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http://www.educause.edu/ir/library/pdf/EDU07084.pdfNo Train
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Relationship Management: Stronger Partnerships to Inform IT Planning
Added by the EDUCAUSE Librarian
Title:Relationship Management: Stronger Partnerships to Inform IT Planning (ID: EDU07249)
Author(s):Steven Winig (MIT), Nan McKenna (Stanford University), and Michael Ferdinando (Cornell University)
Origin:Presented at EDUCAUSE Annual Conferences (10/23/2007)
Type:Presentations/Speeches
Abstract:

Relationship management is a holistic approach to understanding customer IT needs that augments existing relationships between customers and IT service teams. The goals are to position central IT to understand customer priorities and to inform operational and strategic planning. This panel discussion will offer three institutions' approaches and the successes and challenges they face.

View this resource:
http://www.educause.edu/ir/library/powerpoint/EDU07249A.ppsRelationship Management: Handouts
http://www.educause.edu/ir/library/multimedia/EDU07249B.movVideo- Account Management at Cornell
http://web.mit.edu/ist/org/rmRelationship Management
[Off site]
http://connect.educause.edu/blog/kellywalker/e07podcastrelationsh/45681Session Podcast
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Send to a Friend  399 reads

Using Sound Bites to Support IT
Added by the EDUCAUSE Librarian
Title:Using Sound Bites to Support IT (ID: EDU06265)
Author(s):Leslie P. Hitch (Northeastern University)
Origin:Presented at EDUCAUSE Annual Conferences (10/11/2006)
Type:Presentations/Speeches
Abstract:Many administrators and faculty consider information technology a magical mystery place where dollars disappear and our only visible utility is when something's broken. To alter this image, Northeastern University's Information Services department developed a public relations campaign to show our value. We will share the plan--which is working.
View this resource:
http://www.educause.edu/ir/library/powerpoint/EDU06265.pps
http://connect.educause.edu/blog/carie417/educause2006_podcast_using_sound_bites_to_support_it/16851Podcast of Session
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Culture Change: What IT Takes to Create a Quality Customer Service Environment
Added by the EDUCAUSE Librarian
Title:Culture Change: What IT Takes to Create a Quality Customer Service Environment (ID: EDU0462)
Author(s):Anne Agee (George Mason University), Ann Genovese (George Mason University), and Kathleen H. Gillette (George Mason University)
Origin:Presented at EDUCAUSE Annual Conferences (10/20/2004)
Type:Presentations/Speeches
Abstract:George Mason University has changed its IT culture to make providing quality customer service one of its highest priorities. This seminar will describe the IT Customer Service Standards Team, the programs introduced, our keys to success, and how the IT unit enabled a culture change.
View this resource:
http://www.educause.edu/ir/library/ra/EDU0462.ram
http://www.educause.edu/ir/library/powerpoint/EDU0462.pps
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Meeting IT Organization and Service Delivery Challenges - Current Issues Roundtable
Added by the EDUCAUSE Librarian
Title:Meeting IT Organization and Service Delivery Challenges - Current Issues Roundtable (ID: EDU0194)
Author(s):Leslie Kaufman (Point Park University)
Origin:Presented at EDUCAUSE Annual Conferences (2001)
Type:Articles, Papers, and Reports, Presentations/Speeches
Abstract:The 2001 EDUCAUSE Current Issues Survey of IT leaders across the nation found that the challenge of organizing to deliver IT services was among the top-ten list of issues. We exist in a 24/7 world but survive with limited financial and human resources. How do we structure our IT organization and service delivery to meet or exceed our customers' demands? At the infrastructure level, how can we provide ubiquitous services without ubiquitous resources? At the strategic level, how can we manage expectations without bursting bubbles? In this Current Issues roundtable discussion, we will share successes and failures and explore creative ways in which to address these ongoing challenges.
View this resource:
http://www.educause.edu/ir/library/pdf/EDU0194.pdf
http://www.educause.edu/ir/library/powerpoint/EDU0194.pps
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