Service from Home: How Industry Leaders are Restructuring Service Operations
Mariely Bandas-Franzetti, Vice President, Support Services IT, Dell
Pat Quigley, Vice President of IT - Team Member Experience, Dell
Jim Roth, Executive Vice President, Customer Support, Salesforce
John Heywood, Product Marketing Director, Salesforce Service Cloud
Join Jim Roth (EVP, Customer Support at Salesforce), Mariely Bandas-Franzetti (VP, Support Services at Dell) and Pat Quigley (VP of IT at Dell), to discuss how service operations are shifting from the call center to home office in a COVID-19 world.
Jim will detail how he transitioned his team of 2800 to work from home in just 16 days, leading a discussion around best practices and lessons learned in migrating to a remote service operation, while keeping employee happiness and customer satisfaction top of mind.