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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

TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor

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