There’s much to do while planning for an event like SD Expo Americas. Floor plans are being designed, timelines are being coordinated, and volunteer recruitment is underway. Event planning consists of an equal amount of grit, coffee, and spreadsheets, but we can’t wait to share the incredible content that’s being created by our speakers.
Scholarship applications are open!
Inclusivity is a cornerstone of the Support Driven community. For each SD event we host, we offer a scholarship opportunity for those who are interested in attending but may not have the means to get there on their own. The scholarship program offers a free conference ticket to a select number of applicants to help ease the financial burden that can come with attending an event outside of your location.
Wondering who will be at Expo?
You can expect to see some familiar faces and names at SD Expo Americas. Lots of companies are sending support folks to Portland for the event — check out the Join These Companies section of the event site to see who will be there. If your company isn’t listed and you’ll be there, let us know! Get your ticket if you haven’t already, and ping @andreabadgley in the SD Slack.
QA on a Shoestring: How to Improve When You Don’t Have Time to Improve
EJ Thomas, ITHACA
In this session, I’ll outline steps that you can take right away to facilitate a Support QA program with your team, as well as common pitfalls to avoid. We all want to focus on improving our support craft, but how do we find the time to do it when we can barely stem the tide of tickets day to day, let alone review them carefully for QA purposes? As a case study I will present an approach that we used at ITHAKA support to build QA and improvement into our day-to-day work. By building a team-driven program that tackles big questions rather than small improvements, we were able to empower each agent to improve and increase overall customer satisfaction by about 4% in the course of a few months.
Stories About Numbers: Driving Business-Wide Understanding About Data Through Narrative
Matt Dale, Illuminate Education
Between CSAT, first ticket resolution, total time to resolution, solved tickets, phone calls, chats, and everything else, We collect and track tons of data points each day. But it’s not always easy to understand what the data is telling us and it can be even more difficult to communicate those truths with other departments and with company leadership. In this workshop we’ll discuss the different communication styles typically found in other departments, then learn how to develop a narrative that describes the story behind the data points.
A Dashboard Will Talk if You’re Willing to Listen to It
Ankitha Bindumalyam Harinath, Freshworks
Dashboards are important as they help you tell the story of your team’s performance in a powerful way. But how are dashboards any different from reports, you ask? Dashboards are different from reports by purpose. While the two show the same set of information, what purpose they serve distinguishes one from the other. And in this talk I am going to cover the below listed points Why is a dashboard important? What is your dashboard telling you? How to create a dashboard that works for you? How to identify opportunities and weed out negative trends? What if a helpdesk software does not offer a dashboard? Fret not. You can always use the unsung superheroes of the product – open APIs. What are the trends and metrics that can be analysed with just the basic APIs available for the product?