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Wednesday, March 13 • 11:30am - 12:30pm
How consistency and standardization improves the employee experience

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Our team's IT support call center for the university has gone through a multi decade evolution in order to arrive where we are today. In the summer and fall of 2018 the long term vision of having a "primary point of contact group for Information Technology Assistance" was made a reality. Although the team known as 4Help had existed for some time, at this point it now fully combined 3 different teams into one. In doing so it now found itself with with multiple supervisors, a decentralized training team, no dedicated QA department, and years of tribal knowledge. Our agents faced uncertainty of where we were headed and it was incumbent of the leadership team to show the way forward.

This presentation will show how a combined standardization of communication, training and quality assurance can result in an employee experience that is not only positive but also measurable. The leadership team worked hard to become unified in how we communicate, train, and verify the work performed. With the entire team now operating with clear standards of excellence, everyone knows what our goals are, how we can only get there together, and most importantly why we do what we do in the first place.

We will share our best practices on how our communication methods, our training process, and quality assurance fit together like a jigsaw puzzle to form a picture of user & employee satisfaction.

avatar for Joshua Causin

Joshua Causin

Quality Assurance Analyist, Virginia Tech

Debbie Harris

Information Center Agent, Virginia Tech ITEE

Wednesday March 13, 2019 11:30am - 12:30pm EDT