This is a final reminder that one-button login for IP contact centers will be discontinued by ITS on December 22, 2017. The final contact center groups migrated to Cisco Finesse the week of December 6. We are making this change because the vendor is ending support for the one-button feature. For more information about this change, please visit the… Read More »
One-button login for IP contact centers will be discontinued by ITS on December 22, 2017. All groups will be migrated to Cisco Finesse by this date. Some groups have already been migrated, while others are scheduled for migration through early December 2017. We are making this change because the vendor is ending support for the one-button feature. Benefits of… Read More »
An interview with the co-facilitators of the Contact Centers Community of Practice: Lisa Callihan (Customer Experience Manager, LSA IT) and Jennifer Herron (IT Business Planning Lead, ITS Infrastructure). What were the initial goals of the Contact Centers Community of Practice? The initial goals of this community were to: Bring together disconnected contact centers from across our 3 campuses Keep track of… Read More »
Lisa Callihan (LSA IT customer experience manager) presented at the HDI 2017 (Help Desk Institute) conference on May 11 in Washington D.C. Her presentation, Implementing a Major Incident Process, focused on the work she did in creating and implementing the ITS Significant Incident process used today. HDI is the professional association and certification body for the technical service and… Read More »
Jarrod Sandel (Michigan Medicine IT service desk manager), Lisa Callihan (LSA IT customer experience manager) and DePriest Dockins (ITS Identity and Access Management assistant director) participated in the Help Desk Institute (HDI) “Motown Summer Internships, Co-Ops and Mentoring the Next Generation” panel discussion. The meeting, which took place March 9 in Southfield, focused on creating a learning opportunity for all… Read More »
Lisa Callihan (LSA IT customer experience manager) and Jennifer Herron (ITS infrastructure business planning lead) presented at the 46th ACUTA (Association for College and University Technology Advancement) Annual Conference on March 20 in Chicago, IL. Their presentation focused on their effort to create, maintain, and grow a Community of Practice (CoP) for U-M’s contact centers, in partnership with the Michigan IT… Read More »