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Conference Presentation

Please Assign My Support Request to an Intelligent, American, English-Speaking Resource...

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Is this session title cringe-worthy? What is your response to this request? How would you handle feedback such as the following: “Why do you force your Chinese employees to use English names. You aren’t tricking me” “They must have really low standards in India” “You must be an emotional, un-American woman to suggest that I need to work with your global resources.” "You are so dumb, even for a girl." Given that most support and service organizations employ "offshore" resources, we need management strategies for balancing customer expectations for on-shore technical resources with business pressure for cost efficiency. I trust the attendees of 2021 TSIA Interact expect our respective companies and customers to embrace the indispensable principles of diversity, equity and inclusion. In this session, we will cover how leaders can handle these types of statements and address other commonly faced scenarios involving race, ethnicity, gender and sexual orientation in the workplace. Let’s explore how you can be a steward of workplace equality and not simply a passive observer waiting for HR to step in. Equip yourself to be a change-agent and builder of a better world for today's global workforce and future generations to come.

Presented By:

Marlene Lee Summers

Vice President, Global Technical Support for Salesforce Experience and Industry Clouds, Salesforce

Publish Date: May 5, 2021

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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