Unique Original Articles » NECC 2008 Wrap-Up

NECC 2009 has come to close, and I am now sitting at the airport. The show was great this year. Despite a booth location that was MUCH less than desirable, we had the honor of meeting several great folks from all around the country.

Dana Smith from Arlington Public Schools in Virginia blew me away with her ideology and approach to support in a school district. From our brief conversation, she was able to articulate a few of the ideas that we think are paramount to an IT support team evolving from a break/fix reactive team to a proactive customer service department. This is difficult enough when training reps who are working with paying clients. It is far more difficult to try and convince your support staff these ideals when their primary focus is servicing co-workers.

No matter what environment you work in, remember your support may be the only avenue the end user has to getting back to doing their job. In Dana's situation that means teachers having the ability to get back to teaching students.

Thanks to Dana and all of the great people who stopped by to say hi! You served as a great reminder as to why we are passionate about the opportunity to help people improve their customer support process.

See you next year in D.C.
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