CCMA Ask the Expert – Sun Life Service Desk – Intelligent Swarming the next step in CX Delivery

Date: 31/07/2020

Venue: Webinar 11 a.m.

Register for Webinar.

The Sun Life Service Desk were highly commended for CX delivery at the 2019 CCMA Awards. The judges recognised the Service Desk's agile approach to delivering excellent customer experience. Introducing stronger collaboration thourgh an "intelligent swarming approach has transformed how the service desk operates, resulting in higher productivity and NPS scores.

On this webinar Laura Ryan Associate Director of the Service Desk and Nelson Cassells Technical Support Services Senior Analyst will host a session on what Intelligent Swarming is and how the Sun Life Service Desk implemented & continued to grow Intelligent Swarming since January 2019.

  • What is Intelligent Swarming?
  • Benefits of Intelligent Swarming  
  • The growth of Intelligent Swarming during COVID-19.
  • Challenges of Intelligent Swarming
  • How we capture our Intelligent Swarming data.

About the Speakers

Laura Ryan has worked for the Service Desk for nearly 15 years starting her career as an Agent, moving across the department in to many different roles such as Customer Service, Project Delivery, Knowledge Management and Customer Experience to name but a few. Laura has been heavily involved in many of the large projects at Sun Life such as the addition of the Corporate Real Estate department to the Service Desk, the introduction of Service Now and the launch of Self Service knowledge.

Nelson Cassells has worked for the Service Desk for nearly 14 years starting his career as an Agent, Senior Agent, moving into a Senior Technical support role. Nelson is a certified Scrum master and has a keen eye for troubleshooting, Reporting, Dashboards and Coding. He has built software tools for support teams and has been heavily involved in many initiatives and large projects like the transition from HP Service Center to Service Now and the intelligent swarming journey.


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