With the COVID-19 pandemic, organizations are making it mandatory for employees to work from home for an extended period of time. Many of these employees have never done this before, and the onus is being placed on IT to ensure employee productivity.
While IT resources are trying to figure out how to enable all employees to work remote, those same IT resources need to staff the help desk. This has resulted in help desk wait times that stretch multiple hours.
All of this is compounded by the fact that work from home policies are changing on a daily basis, making it very hard for IT to effectively respond to questions—so they keep answering the same questions over and over again.
Join former CIO at Splunk, Declan Morris and Espressive CEO, Pat Calhoun as they discuss what customers are doing to cope with the new strain put on their IT service management teams due to the pandemic.
You will learn:
This webinar will prepare you to automate your help desk to respond to this crisis.
Declan Morris, former CIO at Splunk
Declan Morris has more than twenty years of corporate leadership experience leading all aspects of IT and digital transformations across multiple sectors including financial, consumer, digital media, and enterprise software. As Executive In Residence for Costanoa Ventures, Declan currently advises infrastructure companies on product market fit, go to market strategy, and scaling. During his six years at Splunk, Declan served as Chief Information Officer where he led the IT organization through an intensive hyper-growth period that saw revenues soar tenfold. Declan has also served in various IT leadership positions at eBay, PayPal, Goldman Sachs, and Charles Schwab & Co.
Pat Calhoun, CEO and Founder of Espressive
Pat is a visionary leader with an intense focus on user experience and customer adoption. As CEO at Espressive, Pat is set to transform the enterprise self-help experience to a consumer-like approach that drives employee adoption and significantly reduces help desk call volume. Pat’s first startup, Airspace, grew revenues to over $80M in two years before being sold to Cisco for $450M. Pat served as senior vice president of product at ServiceNow, general manager of the network security business for McAfee, CTO for the Cisco switching, routing, wireless, and security access business, and GM of the Cisco identity business. Pat holds 35 patents and has been published in more than 16 publications.