Since I became Senior Manager of Technical Support at WinMagic about seven months ago, my mandate has been to take the support organization here to the point where they were consistently delivering an exceptional customer experience. To do that, I needed to build a solid foundation using the skills and observations that I have acquired from elsewhere. My first step in this was to audit the technical support team and identify areas where improvement was needed or more focus needed to be applied. Through observation, looking at the metrics that were being gathered, and even learning the product so that I could take customer calls in the interest of seeing firsthand what customers experience was, I was able to come up with these key building blocks as part of my foundation for exceptional customer experience. Since February 1st, we’ve been tracking these key items:
Recently, I got the opportunity to be a judge at the Nahani-Glenforest Lego Robotics Competition. This is a competition where groups of grade 1 and 3 students from Nahani Way Public School work with high school students from Glenforest Secondary School to build and program Lego robots to do specific tasks. For yours truly, this was an opportunity to give back to the community and inspire the next generation who will take up careers in science, technology, engineering and mathematics (STEM). This was a high profile event as in attendance was Mississauga Mayor Bonnie Crombie as well as Navdeep Bains who is the Minister of Innovation, Science and Economic Development for the Government of Canada.
Have you ever called a contact center within a company because you had an issue, and felt like you were being “hurried” off the phone? If you’ve had that experience, there’s a reason for you feeling that way. Which is that the contact center that you were calling is actually trying to “hurry” you off the phone. Let me give you the inside scoop as to why you are being “hurried” to hang up from a contact center.
I’m passionate when it comes to coaching and developing a Tech Support team. Because when you make a sincere effort to coach and develop Tech Support agents, it results in a more engaged agent who delivers world class support. One who will go above and beyond not because they feel they have to, but because their efforts are validated by those that they report to and by the customers they assist. This is important because a Tech Support team talks to customers more often than any other part of an organization such as WinMagic which makes what they do very crucial to the success of that organization. I use a number of tools to make sure my coaching is effective as possible.