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Friday, March 15 • 10:15am - 11:15am
Employee Engagement and the Customer Experience

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The technology we use on campus has become increasingly more innovative, the classroom more accessible, e-learning a focal point for new IT initiatives, and service downtime expectations minimal as 'immediacy' has become the new norm -- all these factors have become the driving force for reinventing the customer service experience. Thus, how have you prepared your staff to ensure customer service excellence with every interaction? Have you redesigned your training and onboarding procedures? Do you prioritize customer satisfaction surveys? What do you do to develop the employee who needs to be customer focused and technologically savvy? How do you measure customer expectations and do you keep your staff accountable to this KPI? This Birds-of-a-Feather will allow us to brainstorm together, learn from each other, and perhaps spark new ideas for enhancing the customer service experience!

avatar for Eliza Weeks

Eliza Weeks

IT Support Center Training & Development Lead, Virginia Commonwealth University
I began my career with Virginia Commonwealth University (VCU) in August 2012 as an Instructional Assistant with the School of World Studies – taking a career advancement opportunity with Technology Services in December 2013. Throughout my tenure at VCU I have had the privilege... Read More →

Friday March 15, 2019 10:15am - 11:15am EDT