Session 703: Outsourcing for Success: A Best Practices Blueprint


Friday, April 13 at 9:00 AM

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Are you thinking about outsourcing? Hold that thought and get to this session first! Richa Batra will share all the best practices for setting up your service desk with a partner and provide tips and recommendations for the all-important first year and the ongoing relationship. Though based on Blackboard's expertise with higher education customers, you'll leave with ideas and proven strategies that work for all industries—and a solid outsourcing plan that's sure to grow and improve your service management program.

Rich Batra

Senior Director Operations
Blackboard

Richa Batra is the senior director of operations overseeing global contact centers at Blackboard. Prior to joining Blackboard in 2009, Richa worked in the professional education space as a director at The Association for Talent Development. She received her BA from the University of Maryland College Park and her MBA with a focus on international business from The George Washington University.

Michael Zastudil

Director, Help Desk Services
Blackboard

Michael Zastudil has more than 15 years of experience in service desk management. Over the past seven years, he has led the Blackboard help desk services team and has demonstrated experience in applying service management best practices to provide effective solutions for Blackboard's help desk customers.