Sudha Rao - vmware
Senior Program Manager, Global Support Services
@sudharaofromsf
-- New implementation of Salesforce
-- Core set of goals that drove implementation focus
-- Use of dashboards are key for daily review and action
-- Rose first response rate by 10% and e-sat
Vala Afsharr
Chief Customer Officer
Enterasys Secure Networks
@valaafshar
-- Global services and company crm strategies
-- Strategy and talent are key attributes
-- Less than 2% employee attrition over last 5 years in service area
-- Has several levels of recognition that approach works
-- Performance Management Strategy, next 3 bullets
-- Culture of transparency
-- Deliver on promises
-- From reactive to proactive
-- When a case opens, all relative sales individuals are notified. No surprises. Related to transparency
-- Share as much information within the organization to build trust.
-- Automated workflow, dashboards delivered to email. Push deployment to agents and employees.
-- Action on delivery
-- Balance Performance Scorecards. Key to success to measure and display performance.
-- Any agent can see where they are at 1 instance. Where they stand should be available.
-- Uses a weighted sum algorithm, 1 - 105, then ranks accordingly. Uses baseball analogies (minor league to Hall of Fame) based on score.
-- Define a Hall of Fame service pro
-- Measure what matters
-- Doesn't care about talk time, focused on availability and other items.
-- Benchmark and communicate
-- Ask all members of the company what they define is a Hall of Fame agent is. Grassroots approach at gathering requirements for benchmarking
-- Implement predictive analytics to deliver for agent view when case is opens to show temperature.
-- Workflow can be managed better when predictive analysis is available in the beginning
-- Adopt a transparent culture, which relates to social collaboration.
-- Culture, people, process, and then tools - define a purposeful strategy.
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