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From YouTube: Customer Support Group Conversation preview
Description
Support highlights from the June 2021 Group Conversation deck.
A
Hello,
val
parsons
here
director
of
customer
support
in
emea,
and
we
have
our
support
group
conversation
coming
up
this
week.
So
I'd
like
to
run
through
a
few
of
our
highlights
that
we
have,
in
our
slide
deck
and
you'll,
find
that
attached
to
the
agenda
for
the
for
the
group
conversation
so
jumping
straight
into
slide.
Three
we've
had
a
few
additions
to
the
team,
since
our
last
call
we
have
welcomed
elif
rocky
and
james
and
one
of
one
in
each
region.
A
A
Moving
on
to
slide
five
here,
we're
we're
looking
at
some
of
the
process,
improvements
that
we're
currently
making
in
support,
we're
always
looking
for
for
ways
to
improve,
and
in
particular
we
have
epic
141
links
from
this
side
that
discusses
the
ticket
handling
workflow,
that
we
have
in
support
and
associated
issues.
Looking
at
simplifying
those
workflows
with
a
focus
on
collaboration
and
efficiency,
and
also
ensuring
that
our
customers
can
accept
a
certain
level
of
consistency.
Whatever
time
they
call
us.
A
So
all
this,
of
course,
while
maintaining
the
high
level
of
satisfaction
that
our
customers
have
come
to
know
throughout
it
know
from
our
team
any
change.
We
do
look
out
for
a
movement
in
our
kpis
and
we're
expecting
that
that
could
be
a
temporary
dip
in
in
sap,
while
the
changes
are
new,
so
we'll
be
keeping
a
close
eye
on
that
and
we'll
be
iterating
where
necessary
and
of
course,
in
future
group
conversations,
you'll
you'll
hear
how
those
process
improvements
have
gone
on
the
subject
of
support.
Satisfaction.
A
A
Not
so
great
is
our
ultimate
score,
and
this
is
one
of
the
areas
we
wanted
to
dig
into
a
bit
further,
because
we
can
see
that
we've
got
that
sitting
at
just
at
85.7
with
a
35
rated
satisfaction
ticket,
so
a
small
sample
of
tickets
rated,
which
does
mean
that
if
we
get
any
that
aren't
so
great,
they
do
pull
the
numbers
down.
But
we
we
have
a
chance
to
dig
into
these
numbers.
It's
it's
something
we
do
if
our
numbers
change
either
way
you
know
up
or
down.
A
A
A
Likewise,
we
have
excellent
next
reply,
time
performance
and
you
can
dig
into
those
further
if
you're
interested
on
slide
21
through
to
23,
and
you
can
see
just
how
we
we
do
against
our
next
reply.
Time.
Service
level
of
objectives
say
on
those
three
slides
there,
and
the
last
thing
that
I
want
to
bring
to
your
attention
is
the
continued
work
that
we're
doing
on
determining
more
about
the
life
of
a
ticket
so
where
and
with
whom
the
the
actions
are
spent
as
a
ticket
evolves.
A
So
the
kpis
around
this
are
evolving
in
terms
of
our
targets
and
our
measurements
against
those
targets.
But
essentially
what
we
hope
to
learn
about
is
where
we
become
become
more
efficient
in
our
interactions
and
eventually,
of
course,
then,
by
reducing
the
time
that
a
customer
is
waiting
for
us
or
in
fact
the
time
that
we
wait
for
a
customer.
We
can
reduce
the
overall
time
to
to
resolution.