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Conference Presentation

The Rewards of Collaborative Staffing

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Learn how leading technology companies, NetApp and Juniper Networks, are working with their customer experience partner, Convergys, to build a world-class outsourced support business that can be leveraged to create a qualified talent pool for both the enterprise and partner ecosystem. You'll hear about how a new type of partnership is enabling these companies to overcome the challenge of staffing Tier 3 technical support, reducing risk and costs while improving customer satisfaction. In this panel session, you'll learn about:

  • The challenges of staffing the support organization.
  • Lessons learned about ramping talent, maximizing speed to proficiency, and improving retention.  
  • How a collaborative partnership can enable you to staff cream-of-the-crop support talent.  
  • How partnering influences geographical decisions.
  • The impact of partnering on risk reduction, retention, costs, and customer satisfaction.


Presented By:

Matt Stone

Senior Director, Technical Support, NetApp

Michael Serpan

VP - Account Management and Sales, Convergys

Dan Murrell

Head of Operations, TAC, Juniper Networks

Publish Date: October 21, 2014

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Peg Rodarmel, SVP, Subscription Services, Infor

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