2. • Customer perception
• Who’s the concierge?
• Different departments
• CMC
• RTS
• Elite Team
• Who we are from the customer’s
perspective?
• Kcc Day and Night Call Flow Review
• Business Hrs. Vs. Off hrs.
Presentation Summary
Carlos Ortuño Bravo 5/13/2015 Versión 1.0
3. Customer perception
Who's the Concierge?
o Where do we live?
o Who we are?
o For which company do we work for?
o What makes our people special among
others?
o Why Polycom Concierge is here?
The different departments with work with
o Off shore
o CMC
o Who are they?
o RTS
o Who are they?
o Elite Team
o Are they Polycom employees?
Carlos Ortuño Bravo 5/13/2015 Versión 1.0
4. Who we are from the customer’s perspective?
Carlos Ortuño Bravo 5/13/2015 Versión 1.0
5. Who we are from the customer’s perspective?
Carlos Ortuño Bravo 5/13/2015 Versión 1.0
6. Who we are from the customer’s perspective?
Carlos Ortuño Bravo 5/13/2015 Versión 1.0
7. Who we are from the customer’s perspective?
Carlos Ortuño Bravo 5/13/2015 Versión 1.0
8. Who we are from the customer’s perspective?
Carlos Ortuño Bravo 5/13/2015 Versión 1.0
9. Who we are from the customer’s perspective?
+videohelp
Carlos Ortuño Bravo 5/13/2015 Versión 1.0
10. Who we are from the customer’s perspective?
+video_help
Carlos Ortuño Bravo 5/13/2015 Versión 1.0
11. Who we are from the customer’s perspective?
+video_help
NEXT LEVEL TECHNICIAN
Carlos Ortuño Bravo 5/13/2015 Versión 1.0
12. Who we are from the customer’s perspective?
COPY AND PASTE IM IN TO CG INTERNAL NOTES IS A MUST
+videohelp
NEXT LEVEL TECHNICIAN
13. Kcc Day and Night Call Flow Review
DAY NIGHT
CMC
ELITE TEAM
CMC
RTS
Carlos Ortuño Bravo 5/13/2015 Versión 1.0
14. What’s this?
Concierge able to assist user to no avail
(CMC or RTS Managed Endpoints and Desktop users)
By phone:
“I will need to transfer your case to the next level
Tech. Can you please hold while I get in contact with
them?” ?”(Note: Always perform a warm transfer call
and request a ticket number)
By email or IM:
“I will need to transfer your case to the next level
Tech. I will provide them your contact information
and the issue reported and they will contact you
directly.”(Note: Always confirm the contact
information the user provided. Also request a ticket
number from Support Team)
RTS Managed Endpoints
Concierge not able to assist user or Endpoint
By phone:
“I will need to transfer your case to the next level Tech. Can
you please hold while I get in contact with them?”(Note:
Always perform a warm transfer call and request a ticket
number)
By email or IM:
“Based on the reported issue I will need to transfer your
case to the next level Tech. I will provide them your contact
information and the issue reported. They will contact you
directly.”(Note: Always confirm the contact information the
user provided. Also request a ticket number from Support
Team)
If issue is reported for an Endpoint, have Location and
Serial number available
Carlos Ortuño Bravo 5/13/2015 Versión 1.0
