Optimizing Customer Skills for the Global Support Enterprise: Driving Improved Customer Engagement with Blending Learning

Join this session to learn about: Transforming Akamai's Customer Care organization globally to drive more effective interaction with customers. This results in improvements in case life cycle management, resulting in shorter case life cycle time, fewer and shorter escalations and improved Customer Satisfaction scores. On the customer side, outcomes addressed are increased uptime, reduced costs and improved satisfaction. Establishing a Total Customer Focus culture and ways of working with customers Enabling Technical Support Engineers to make the 3 critical shifts needed become Total Customer Focused; 1. Reactive to Proactive; 2. Understanding customers' real needs and 3. Achieving Balanced Outcomes Embedding new skills and behaviors in an approach that minimizes time away from technical support desks, i.e. mixing virtual and face to face learning