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.