12/6/2023 0 Comments Carbonite support agentThis new visibility allowed us to improve our processes and change agent behaviors to set us up for success with this elusive goal. Through this process there were many improvements made to our CRM tools, and reporting that raised the visibility of our On-time status. Drive continuous improvement until goal is achievedĬreating a baseline from data that had been validated was key to the success of the improvement effort. Measure and monitor new baseline under our optimized environment Resolve all issues found under all 3 categories Investigate, Identify issues across 3 core disciplines The team drove the effort to achieve On-Time into the following core steps, which enabled them to methodically march towards achieving our goal Over the course of several months we identified significant opportunities and made changes to our CRM, reporting, processes, and employee behaviors to drive positive results. The team launched the deep-dive efforts to improve the On-time metric in February 2020 and drove the changes needed through continuous improvement efforts. Outline the department's achievements since Jthat you wish to bring to the judges' attention (up to 250 words): With a clear plan in place to improve performance for KPI the Mid-Market support team delivered outstanding results for this important On-Time KPI. This goal was the last KPI for the support team to overcome in 2020, for all other KPIs had been achieved. Lack of agent coverage on nights and weekends, inadequate processes and technology, lack of visibility, and no oversight prevented our organization from achieving this goal. There were many challenges preventing us from meeting this goal. Our historical performance on this KPI has been in the 80% range for the last several years, far below our goals. Our current goal is 95% of emails are responded to within the targeted cycle time based on severity. The On-Time metric is the percent of email transactions processed within the targeted cycle times (response time). Both teams worked independently, had many gaps in alignment, were underperforming in many areas including meeting our On-Time service level. This Mid-Market support team has been built by integrating two support centers which were acquired over the past several years. Nomination Sub Category: Customer Service Department of the Year – Computer Software - 100 or More Employees Nomination Title: Carbonite (an Opentext Company)Ĭarbonite’s Mid-Market support team consists of highly skilled agents who provide 24/7 support for our small/med business product suite world-wide. Nomination Category: Customer Service Department Categories From backup and disaster recovery to data migration, high availability and endpoint protection, our flexible solutions can be tailored to meet the data protection needs of any business. Company: Carbonite (an Opentext Company) Boston MAĬompany Division/Group: Carbonite CustomerCareĬompany Description: Carbonite provides a complete Data Protection Platform for businesses and the IT professionals who serve them.
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