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Assuring Awesomeness: Managing Support Center Quality, Accuracy, & Efficacy


About the Program

We strive to give great technical support and customer service, but coaching our analysts and technicians isn't always straightforward. In a complex enterprise support organization, it's not always clear how to get started or what to do with feedback from other internal teams. Managers and team leaders want to grow and develop their employees, but it's not easy delivering feedback without sounding like a broken record.

A robust Quality Management (QM) program and continuous, constructive coaching are crucial to closing service delivery gaps. They're also vital tools, ensuring effective collaboration between all of a support centers' customer-facing teams. In this session, Andrew Gilliam explains how to measure service desk quality, effectively coach employees for continuous improvement, and ensure ticket quality as we route incidents through our support organization. We'll also explore:

  • Promoting employees' success by setting reasonable expectations and deconflicting metrics.
  • Bolstering telephone, live chat, and email support with a QM program.
  • Collaborating with higher-level teams to ensure effective escalations.
  • Coaching and developing your team for continuous growth.


Presented by: Andrew Gilliam











Andrew Gilliam is a passionate Customer Experience innovator and change agent with a background in IT support and customer service. As a Senior Consultant of Contact Center and Customer Experience for Avtex, he helps businesses of all sizes and industries serve their employees and customers better. Andrew enjoys writing and speaking about industry best practices, and he previously served as an analyst for two of the world's leading contact center and IT service management communities. Andrew has been honored as one of ICMI's 2019 Movers & Shakers, ICMI's Top 50 Thought Leaders, and ProcedureFlow's Top 30 Customer Service Influencers.

Follow Andrew (@ndytg) on Twitter, connect with him on, and discover more at




12:00 Noon to 12:30 PM – Networking and Introduction
12:30 PM to 1:45 PM – Program
1:45 PM to 2:00 PM – Survey, Prize Drawing
2:00 PM – Event Ends



June 18, 2021 | 12:00 - 2:00 PM EDT



This event is free for everyone, but our work is funded by our members. Not a member yet? Join here

Ticket Name Membership Type Sale Ends Price Quantity
Non-Member 18 Jun 2021 Free
Non-Member Local Chapter Membership
18 Jun 2021
Members Only
18 Jun 2021
Members Only
Member Local Chapter Membership
18 Jun 2021
Members Only

18 Jun 2021
12:00pm - 2:00pm EDT

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