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The Cloudera support team is comprised of extremely knowledgeable techies who came from varied roles – DevOps, coders, sysadmins – recruited with great difficulty from a small pool of highly sought-after specialists. Because the technical requirement bar is set so high, some support engineers have no support background at all when they join and some are not "naturals" at working with customers. And they are flung around the world, making it difficult to systematically train and coach them.
Sounds familiar? Then you will want to hear how Cloudera rolled out a worldwide program, aptly named "The Art of Customer Conversations", to develop the engineers' soft skills, using support managers and leads. We will share how:
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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