Calgary: Knowledge share
February 17, 2021 (4:30 PM - 6:00 PM) (MST)
About three years ago, I was tasked with finding ways to address the ever-growing dissatisfaction amongst employees with our supporting business units and central administration is general. As a result, we decided to embark upon a journey to improve customer experience and operational efficiency. (Translation: we were not good at support). The goal was to embrace automation, streamline service delivery, and create an omnichannel approach to providing support to employees and students. As we enter our fourth year of this project, I can share what worked, what didn’t, and the battle scars to prove it.
Director of Technology
Calgary Catholic School District