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From Tickets to Triumphs: Simple Strategies to Transform Your Service Desk

March 28, 2024

In today's competitive landscape, delivering exceptional patient and end-user experience and optimizing operational efficiency are crucial for success. Patients have high expectations as they turn to service centers for help navigating the complicated healthcare journey, and many healthcare organizations — already doing more with less at every turn — struggle to keep up.

There is an ever-growing number of digital solutions aiming to solve these issues, but where to start remains a difficult question. This webinar will detail how data-driven insights can optimize workflows, boost efficiencies, improve resource allocation and help you make informed decisions.

You'll learn:

  • Which metrics high-performing teams track
  • The right staffing levels and how to optimize schedules
  • How to define KPIs for both agent and service desk management
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Speaker

Joseph Esdale, MBA, ITIL® Expert

Managing Director, Cloud and Infrastructure, Americas

Joseph Esdale has more than 20 years of experience in IT Services for healthcare. He has an MBA, and is ITIL® Expert certified. Joe has practical Help Desk experience at all levels of service, starting his IT career as a Level 1 agent, and moving into the roles of supervisor, manager, and director for Help Desk operations. He has also managed Help Desk technology teams, and developed and deployed ITSM ticketing systems for myriad organizations.

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Speaker

Kathleen Barker

Delivery Director, North American Service Desk

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Speaker

Christine Blanchard

Managing Director, Healthcare

As the Managing Director of Healthcare at CTG, Christine Blanchard is responsible for building and maintaining strong and effective partnerships with healthcare clients. She strategically blends innovative services with cutting-edge technologies to address the unique challenges, requirements, and regulations of today’s healthcare market. Blanchard earned a degree in computer science, has more than 35 years of experience in the IT industry, and is an active member of CHIME and HIMSS.

Let’s discuss

How CTG can help you achieve your desired business outcomes through digital transformation.

Send us a short message by completing the contact form and we’ll respond as soon as possible, or call us directly.

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We’re always on the lookout for great people who share our commitment to enabling our clients’ transformations.

 

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