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This exciting two-day University is designed to provide intensive, skills-based training and networking in an educational environment. Your entire support team will learn world-class best practices for providing support, increasing productivity and enhancing efficiency.
Anna Turruellas is Senior Vice President for the Technology Group of Spherion where she is responsible for practice development and implementation. She has strategic responsibility for managing all of the groups data center, help desk, and networking practices, with a particular expertise and focus on the Help Desk industry. Anna joined the company in 1993 and under her leadership, Spherion has become an acknowledged leader in the Help Desk industry. Anna is often retained for consultative assignments to assist organizations in establishing "world class" help desk environments.
Anna started her career in Information Systems as a Systems Engineer with
Anna holds a BS degree in Computer Science and Mathematics from
Customer Service Excellence
Who is the Help Desk?
It is important to know what customer expectations are and determine if they are being met. There are many processes and ideas that contribute to meeting customer satisfaction: your tone of voice may affect the customer's perception, managing the call, recognition and responses to different competence levels of your customers, understanding what upset customers are really asking for and ways to cope with challenging support calls. Anna Turruellas will offer insights and practical advice on how to incorporate all these skills and principles in this energetic and information-packed session.