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Session 705: Swarming: Culture First

Friday, April 24 at 9:00 AM

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A successful swarming support model is 80% culture and 20% process/technology. The Home Depot team set set a course to improve our caller satisfaction, our associate satisfaction and our partnerships with other IT teams by transforming our fundamental operational posture. In every aspect of their journey, they put culture first—everything else came easy after that. But our journey on this unbeaten path was a multiyear and multigoal effort.

Attend this session to learn why:
• Swarming is a game changing support model
• Immediate resolution can be the norm
• Holistically embracing a knowledge centered support culture and leaning in to doing what is right is a fundamental and critical key to unlocking success with swarming

SupportWorld Live speaker photo for Kara-Bereman

Kara Bereman

Product Support Sr. Manager

The Home Depot

Kara Bereman has been a leader with The Home Depot Technology Support Center for 13 years. She is also the VP of Training and Development for the Austin HDI Chapter and has nearly 20 years experience in IT Support & Leadership. She carries an ITIL and HDI Support Center Director certification with significant experience in KCS as well. Over the last 10 years she has trained and spoken as a practitioner to other companies and local or internal groups on topics including: KCS, Career Development, Problem Management, Change Management, and Swarming.


SupportWorld Live speaker photo for Daniel-Byer

Daniel Byer

Product Support Manager

The Home Depot

Daniel has 10 years experience in IT with a background in computer science and network engineering. He has worked in positions including desktop support, software support, systems engineering, and help desk management. He has been responsible for technical work including enterprise issue resolution, programming/scripting, and systems administration, as well as personnel and technology management in both public and private sectors. Most recently with The Home Depot has helped shape and implement a successful swarming model.