How to Optimize Your Help Desk to Deliver Better Employee Experiences

Available On-Demand


With the emergence of disruptive companies like Airbnb and Netflix, consumer expectations have changed. Businesses have created a new standard for consumer experiences that are personal, seamless and efficient.

Consumers are carrying these same expectations into the workplace, and prioritizing the employee experience. Hear Ben Chapman, Director of Client Facing Experience & Analytics at Homebridge, and Ann Catrina-Kligman, Head of Global Employee Services at Zendesk, as they discuss:

● Challenges facing help desk teams, like IT and HR, today
● How to improve employee engagement with smart self-service
● Powerful integrations that enable help desk team productivity & efficiency
● How to leverage data to identify performance gaps, trends, and underlying issues and find opportunities to improve employee satisfaction

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Ben Chapman

Ben Chapman is the Director of Client Facing Experience & Analytics at Homebridge. He has been at the helm of an exponential expansion and adoption of tools and workflows aimed to ultimately improve customer satisfaction at Homebridge and REMN Wholesale. He oversees external customer sites, internal operations, and customer service helpdesks. Zendesk has played an integral role in achieving measurable success.

Ann Catrina-Kligman

Ann Catrina-Kligman is the Head of Global Employee Services at Zendesk. Her role includes leading a team that delivers and optimizes employee programs and services that use culture and technology to deeply engage global employees who encompass the heart of Zendesk’s success. Her passion is building, managing and coaching teams of employees who find passion, purpose, and meaning in their work.