HDI Information Technology Conference 2018

Session 503: Solving the Analyst Empowerment Problem


Thursday, April 11 at 11:30 AM

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An empowered analyst can mean the difference between quickly helping someone or allowing an issue to drag on for days. The good news is, you can empower your team to deliver amazing service autonomously. This session will go beyond theory to focus on practical solutions—you'll even get to see an interactive demonstration of effective empowerment principles in action! Discover five common barriers that make empowerment so difficult. Learn two hidden aspects of empowerment that are often neglected, even when analysts are given large amounts of authority. Gain tools and ideas to immediately improve empowerment in your own service desk.

Jeff Toister

President
Toister Performance Solutions, Inc.

Jeff Toister has authored three books, including the bestselling The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service. More than 140,000 people on six continents have taken his video-based training courses on LinkedIn Learning (Lynda.com). Jeff was named one of the top 30 customer service professionals in the world by Global Gurus; he was also named one of the top 25 customer experience influencers by Panviva. Feedspot has named his Inside Customer Service blog one of the top 50 customer service blogs on the planet. Jeff holds a Certified Professional in Learning and Performance (CPLP) certification from the Association for Talent Development.