We've undertaken a huge effort to automate a lot of our service functions to really provide a new vision for our employees and for our customers around improving the quality and level of competency of the service that we provide our customers. We've done that in a couple of different ways: We've changed the culture. We've changed out some of our leadership. We've installed a lot of Avaya products to help improve the quality and speed of resolution for our customer services out there.I'll walk you through several of the outcomes that have proved very positive for Avaya, employee satisfaction, customer satisfaction, and the business outcomes such as margin, and reducing expense while improving customer satisfaction. It hasn't been an easy transformation, and it's not something that you can do overnight, but we’d like to share our experience over the past year and really dive deep into how we had these great outcomes. Let's first look at why this is important to you. Let's look at the outcomes we have achieved here.
91% of total outages are restored within two hours.
@Ash:Library, or articles on the right side.
Knowledgebase allows us to solve a problem once, so we can solve new problems. Many people can use it. Employees are satisfied when they can work on new things.
Add video and talking over the browser graphic here.
Swarming: We can bring in more than one agent. Bring in agents with different levels of expertise.
Tie slide 10 and 11 together.
Customers don’t like repeating themselves… “So you don’t have to repeat yourselves.”
Instead of a lock, maybe a microscope or a magnifying glass.
Clarify text on (trademarked term?)
Change the percent change for emergency recovery issue resolution over last year. Tie the top goal with the bottom resolution.Need to take the title and make it an umbrellaThird bullet is not related to the Emergency Recovery Team.
This is a program where we can learn about you and help you more, this is not the service, technical engineers doing this. “We get to know you better so we can service you better.” Voice of the customer, be customer-centric. One of the ways to do that is to adopt customers, pick up information from them, understand what they really need.
Take out bullet #2 + #4.Slides 17 and 18, change the titles to “Understanding our Customers.”
We’re measuring the outcomes we want to see, and investing in people, toolsand automation to support those outcomes.Change the font. Add frills.Bullets 1-3 are around the same idea.We’ve taken an old support paradigm, to where we’re measuring the outcomes we want to see and investing in people, tools and automation to support those outcomes. Better csat, better business metrics. We’re providing better support now.