Session 810: Driving Collaboration, Teamwork, and Employee Satisfaction with Innovative Workflow (Case Study)


Friday, April 13 at 10:15 AM

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In this session, you'll find out how to move away from the traditional model of technical support and embrace new technologies that enable collaboration and teamwork, innovative routing, instant escalations, increased resolution rates, employee satisfaction, and a process that customizes the support process by leveraging developers and programmers.

Bruce Nelson

Director, Customer Support Services
Ricoh

Bruce Nelson leads the customer support services division at Ricoh. His areas of expertise include technical support, engineering, customer support, remote monitoring, and global support. Bruce has held various positions at Ricoh over the past 25 years, including director of business development, VP of field operations, and VP of support services. With a deep expertise in developing, launching, and improving processes and procedures, Bruce has shared his vast knowledge at Oracle Open World and IQPC.