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TSW Speaking Engagement with Cisco

Presenters: Dave Broenen and Shellina Damji

Title: Why Technical Training Doesn't Work

Abstract: Discover the secret of how to avoid squandering truckloads of scarce dollars on training and not getting profitable results from your support organization. The natural affinity of technology service organizations towards software and technical training as the predominant solution to their service challenges leaves them in a widening gap between customer expectations and actual service capability. In this presentation, Dave and Shellina will demonstrate how to get sustainable and profitable results for your organization. They will challenge the traditional "technology is the answer" paradigm by demonstrating how a more strategic, process- and people- driven approach is critical to delivering consistent, high quality problem resolution. Finally, they will introduce a methodology that allows the service business to drive performance and leverage its most valuable service asset—its people.

Objectives:

  • Learn how to spend less, sweat less and profit more from your training program
  • Learn how junior engineers can get results like elite escalation engineers
  • Learn how to build your troubleshooting capacity without increasing head count