CCMA Member Forum - Sun Life Service Desk’s Shift Left Strategy

Date: 07/05/2021

Venue: Webinar 11 a.m.

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Please join us virtually in the Sunny South East as we run through our new Shift Left Strategy. We will talk about our key strategic drivers and how we determine what value we deliver to our clients, how we should deliver this value and why we need to deliver this value. We will also discuss what generates Service Desk demand and speak about how to reduce or divert this demand.

Specifically we will discuss:

  • What is Shift Left and why it is important for?
  • Using digital solutions to help us Shift Left
  • How contact centres are well positioned for Agile/Shift Left strategies

About the Speakers

John Weldon, Director Service Desk.  With over 20 years’ experience in the contact centre industry John is Director of the Sun Life Service Desk and has full accountability for all areas within the Service Desk Organisation.  John has grown the Service Desk from a small IT support team to the large multi award winning team it is today. John won the CCMA Award for Manager of the Year at the 2020 Awards.

Fiona Doran – Associate Director, Service Desk Shared Services. With ten years Sun Life Service Desk experience, Fiona leads the SD Project Delivery and Knowledge Management services.  She builds and executes the Service Desk strategy to delivery exceptional client experiences and collaborate with key business stakeholders.

This webinar will commence at 11 a.m. and finish at 11.30 a.m.


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