When Amir started in his role as Customer Service Director at a leading, global software company there was little structure or accountability within the Support team. They weren’t on the same page — and individual performance varied drastically. Being a remote team only amplified the problems, agents were often working in silos with no visibility of what others were doing.
Ralph van den Borst has been with 3D printing filament company ColorFabb for four years. When he joined, the team were using Outlook to manage their incoming tickets – they had about 240 sub-folders. He’d often hear the team say things like “we’re really busy today” or “today was a bad day” but as a data oriented person, he couldn’t grasp how they were making such statements.
Josh Hus, IT Services Manager at Veho, tells us how their internal Help Desk use Geckoboard to track workload as well as to spot ongoing issues that might need addressing.
HP Inc. (formerly Hewlett-Packard) provides products and services across a range of sectors worldwide. With over 80 years in the industry, HP inspires meaningful progress in climate action, human rights, and digital equity through its portfolio of personal systems, printers, and 3D printing solutions. HP continues to innovate and adapt its products to the changing work climate through sustainable tech and software to support hybrid work.
We talk with James (Customer Experience Manager) and Tania (Deputy Customer Experience Manager) from Jigsaw about how implementing dashboards has transformed their agents' relationship with data.
