Conference Presentation

Best Practices In Crisis Management: Imagine a World without Emergency Rooms

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Imagine a world where all trauma patients were sent to a local doctor’s office instead of an Emergency Room – inefficiencies, chaos, patient backlog, and high escalations would most certainly result. There is certainly a different services skillset required for a patient requiring a structured troubleshooting methodology to diagnose a treat a mild fever vs. one in a critical need of life saving immediate recovery actions. In addition to driving excellence with the proficiency of managing critical escalations, service companies may also benefit from the opportunity to create a profession to eliminate downtime with team members skilled at recovery vs. standard troubleshooting. In this session we’ll discuss and share:
 
  • Best practices in Crisis Management
  • What are the key things companies can do in an emergency to drive customer trust
  • When the worst happens… how it is the best opportunity for client satisfaction
  • Driving incremental revenue through earned trust
  • Preventing future crisis through knowledge publishing and bigger picture trending
  • What are key levers a company can use to move the culture from rewarding those who are adept at putting out fires – to a culture which also values prevention?
  • How does a company develop an organization that is able to articulate the business value of preventing a crisis to begin with?

 

Presented By:

Joey Fister

Director, Emergency Recovery, Avaya

Publish Date: May 7, 2014

TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor

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