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

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Peg Rodarmel, SVP, Subscription Services, Infor

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