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Service and Support Forum: Embracing Technology & Automation


May 12, 2021
1:00 pm - 2:00 pm
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Please join your service and support peers in a forum for discussing the future of meeting your customer’s expectations in dynamic environments. You’ll discuss how utilizing self-service, omnichannel solutions, and embracing technology and staffing practices influences a scalable and sustainable support team.. Discussion includes (but it is not limited to) the following:

  • How do you start to shift your teams?
  • How do you drive adoption of self service?
  • How do the skill sets change in your team in order to adopt these practices?
  • How do you decide if you are going to build out using current technology or buy something already built? (build vs buy)
    • How do you build a business case and get buy in at your organization?
  • What have you seen be successful and what have you seen be unsuccessful when making this shift?


The first 15 minutes of the forum will be driven by Dan Rohda, VP Support at HelpSystems, as he shares his best practices related to a few of the topics above. The remaining 45 minutes is discussion driven and will be spent in small group breakout rooms so attendees can network, share best practices, ask questions, learn from each other and more. Attendees should come ready to share, learn, and contribute to the peer-to-peer discussion.

MnTech Service Desk Peer Forums are quarterly educational forums, created by folks who work in the security and service space for those who work in the security and service space.. These afternoon events provide excellent networking opportunities as well candid discussions around technology issues, trends and challenges that service and support employees face every day.

Please contact Jade Denson at Jade@mntech.org if you have any questions regarding participation.