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Session 802: But How Do I Shift Left?

Friday, August 7 at 10:15 AM

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Shift-left is a common term in service and support, but it's not yet common practice. For those brave enough to take it on, they often wonder where to start. In this case study, Rich Sykora will share Blackbaud's experience shifting left. Starting off with a review of the shift-left concept, Rich will then present a framework for participants to reference when determining their organizations' readiness to shift-left, including key self-check questions:

• Have you documented your current processes?
• Do you actively conduct Kaizens?
• Do you study and or track closure code, case categorization, etc.?
• Have you conducted an inventory of current tools?
Participants will leave with an action plan that they can use to start shifting left.



SupportWorld Live speaker photo for Richard-Sykora

Richard Sykora

Sr Manager Support Operations

Blackbaud

Richard Sykora is a senior leader with a diverse background and over 24+ years of experience in Call Center and Service Management including Global Operations, Relationship Management, Work Force Management, Change Management, identifying Business Process Improvements using ITIL and Lean Best Practice methodologies. Richard's background include strategic planning, program and project management, and data analysis in order to execute on theories, policies, business plans, and overall management of Support Services. Richard is currently Senior Manager, Support Operations at Blackbaud, and is Vice Chair on the Non-Profit ReStart Career Development program

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