In this case study, you will see first hand how Azur worked with our client in dramatically boosting the customer satisfaction of their internal IT helpdesk. When Azur took over the helpdesk, it was plagued by improper incident escalation, significant backlog of incidents and impaired communication between the offshore helpdesk team and the client. Azur turned this around through a managed service model, a SLA driven approach and a delivery playbook that incorporated ITIL best practices and reliable ticketing system. The result? We helped our client increase their business revenues, attained scores in excess of 90% in customer satisfaction and reduced costs.
This presentation provides a practical view into call centre quality assurance procedures.
It suggest certain actions to be undertaken to ensure a effiecient implementation of the practices
This presentation provides a practical view into call centre quality assurance procedures.
It suggest certain actions to be undertaken to ensure a effiecient implementation of the practices
Contact Center Processes - Best PraticesBrian Hughes
Call Centers remain the crucial touch point in Customer Relationship Management (CRM). To help companies win additional customers and market share, they must give customers superior service while delivering measurable business value at low cost. Optimizing operational processes – in addition to customer delivery processes – helps call centers meet these goals. This paper describes how organizations can use this approach to achieve “Top Box” performance in customer delight while significantly reducing costs and improving enterprise competitiveness.
Rod Jones MasterClass - World Class Call Centres - The Key Strategic Issues -...C3Africa
World Class Call Centres - Strategic Issues.
Slike deck from the internationally acclaimed 2 Day Rod Jones Contact Centre MasterClass seminar. This seminar is aimed at middle to senior management involved in call centres or planning to develop or reengineer a call centre.
ODOO ERP Implementation and remote oracle dba services and maintenance by ingenious talents. We are rapid, high-Quality and cost-effective ODOO ERP consulting firm.
Counting What Counts in Contact Centers - Call Quality MonitoringHilario Fiandeiro
With ‘Call Quality Monitoring (CQM)’, we need to be spending much MORE time obsessing about how we can improve each customer conversation and much LESS time haggling about the validity and fairness of CQM scores.
This slide deck highlights what's wrong with CQM in our call centres and suggests how to fix It!
Our research report delivers the results of our 9th annual research on call quality programs. The Ascent Group conducted research during the 2nd quarter of 2010 to better understand how companies are monitoring call quality and other customer transactions. We asked companies to share their call monitoring experiences to help us identify the practices that make or break a quality monitoring process. We also asked them to provide their plans moving forward as well as lessons learned along the way.
Detailed case studies featuring companies examine current monitoring practices, lessons learned, challenges overcome, plans for the future, and business practices that have led to "big wins".
Join our RimPro-Tec Team and Partner's from around the world.
We are looking for Licensee's/Distributors/Resellers partners in a number of countries around the world.
e mail us to find out before you miss out and some one else takes on our patented product in your country.
info@rimpro-tec.com or www.rimpro-tec.com
Contact Center Processes - Best PraticesBrian Hughes
Call Centers remain the crucial touch point in Customer Relationship Management (CRM). To help companies win additional customers and market share, they must give customers superior service while delivering measurable business value at low cost. Optimizing operational processes – in addition to customer delivery processes – helps call centers meet these goals. This paper describes how organizations can use this approach to achieve “Top Box” performance in customer delight while significantly reducing costs and improving enterprise competitiveness.
Rod Jones MasterClass - World Class Call Centres - The Key Strategic Issues -...C3Africa
World Class Call Centres - Strategic Issues.
Slike deck from the internationally acclaimed 2 Day Rod Jones Contact Centre MasterClass seminar. This seminar is aimed at middle to senior management involved in call centres or planning to develop or reengineer a call centre.
ODOO ERP Implementation and remote oracle dba services and maintenance by ingenious talents. We are rapid, high-Quality and cost-effective ODOO ERP consulting firm.
Counting What Counts in Contact Centers - Call Quality MonitoringHilario Fiandeiro
With ‘Call Quality Monitoring (CQM)’, we need to be spending much MORE time obsessing about how we can improve each customer conversation and much LESS time haggling about the validity and fairness of CQM scores.
This slide deck highlights what's wrong with CQM in our call centres and suggests how to fix It!
Our research report delivers the results of our 9th annual research on call quality programs. The Ascent Group conducted research during the 2nd quarter of 2010 to better understand how companies are monitoring call quality and other customer transactions. We asked companies to share their call monitoring experiences to help us identify the practices that make or break a quality monitoring process. We also asked them to provide their plans moving forward as well as lessons learned along the way.
Detailed case studies featuring companies examine current monitoring practices, lessons learned, challenges overcome, plans for the future, and business practices that have led to "big wins".
Join our RimPro-Tec Team and Partner's from around the world.
We are looking for Licensee's/Distributors/Resellers partners in a number of countries around the world.
e mail us to find out before you miss out and some one else takes on our patented product in your country.
info@rimpro-tec.com or www.rimpro-tec.com
Automatic Data Processing (ADP) is one of the world's largest providers of business outsourcing solutions. One of the biggest benefits offered by ADP India is the levels of confidentiality and security for payroll information. Payroll is not just about paying people, but well managed payroll processes reduce costs and mitigates compliance risk. Also ADP will update on any amendments or changes in the salary components and payroll processing by Indian statutory and taxation laws. ADP will ensure that salaries are disbursed to individual employee accounts every month.
Read More at: http://www.adp.in/payroll-outsourcing.aspx
Generative AI Deep Dive: Advancing from Proof of Concept to ProductionAggregage
Join Maher Hanafi, VP of Engineering at Betterworks, in this new session where he'll share a practical framework to transform Gen AI prototypes into impactful products! He'll delve into the complexities of data collection and management, model selection and optimization, and ensuring security, scalability, and responsible use.
UiPath Test Automation using UiPath Test Suite series, part 4DianaGray10
Welcome to UiPath Test Automation using UiPath Test Suite series part 4. In this session, we will cover Test Manager overview along with SAP heatmap.
The UiPath Test Manager overview with SAP heatmap webinar offers a concise yet comprehensive exploration of the role of a Test Manager within SAP environments, coupled with the utilization of heatmaps for effective testing strategies.
Participants will gain insights into the responsibilities, challenges, and best practices associated with test management in SAP projects. Additionally, the webinar delves into the significance of heatmaps as a visual aid for identifying testing priorities, areas of risk, and resource allocation within SAP landscapes. Through this session, attendees can expect to enhance their understanding of test management principles while learning practical approaches to optimize testing processes in SAP environments using heatmap visualization techniques
What will you get from this session?
1. Insights into SAP testing best practices
2. Heatmap utilization for testing
3. Optimization of testing processes
4. Demo
Topics covered:
Execution from the test manager
Orchestrator execution result
Defect reporting
SAP heatmap example with demo
Speaker:
Deepak Rai, Automation Practice Lead, Boundaryless Group and UiPath MVP
Pushing the limits of ePRTC: 100ns holdover for 100 daysAdtran
At WSTS 2024, Alon Stern explored the topic of parametric holdover and explained how recent research findings can be implemented in real-world PNT networks to achieve 100 nanoseconds of accuracy for up to 100 days.
Dr. Sean Tan, Head of Data Science, Changi Airport Group
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Unlocking Productivity: Leveraging the Potential of Copilot in Microsoft 365, a presentation by Christoforos Vlachos, Senior Solutions Manager – Modern Workplace, Uni Systems
Sudheer Mechineni, Head of Application Frameworks, Standard Chartered Bank
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Removing Uninteresting Bytes in Software FuzzingAftab Hussain
Imagine a world where software fuzzing, the process of mutating bytes in test seeds to uncover hidden and erroneous program behaviors, becomes faster and more effective. A lot depends on the initial seeds, which can significantly dictate the trajectory of a fuzzing campaign, particularly in terms of how long it takes to uncover interesting behaviour in your code. We introduce DIAR, a technique designed to speedup fuzzing campaigns by pinpointing and eliminating those uninteresting bytes in the seeds. Picture this: instead of wasting valuable resources on meaningless mutations in large, bloated seeds, DIAR removes the unnecessary bytes, streamlining the entire process.
In this work, we equipped AFL, a popular fuzzer, with DIAR and examined two critical Linux libraries -- Libxml's xmllint, a tool for parsing xml documents, and Binutil's readelf, an essential debugging and security analysis command-line tool used to display detailed information about ELF (Executable and Linkable Format). Our preliminary results show that AFL+DIAR does not only discover new paths more quickly but also achieves higher coverage overall. This work thus showcases how starting with lean and optimized seeds can lead to faster, more comprehensive fuzzing campaigns -- and DIAR helps you find such seeds.
- These are slides of the talk given at IEEE International Conference on Software Testing Verification and Validation Workshop, ICSTW 2022.
Alt. GDG Cloud Southlake #33: Boule & Rebala: Effective AppSec in SDLC using ...James Anderson
Effective Application Security in Software Delivery lifecycle using Deployment Firewall and DBOM
The modern software delivery process (or the CI/CD process) includes many tools, distributed teams, open-source code, and cloud platforms. Constant focus on speed to release software to market, along with the traditional slow and manual security checks has caused gaps in continuous security as an important piece in the software supply chain. Today organizations feel more susceptible to external and internal cyber threats due to the vast attack surface in their applications supply chain and the lack of end-to-end governance and risk management.
The software team must secure its software delivery process to avoid vulnerability and security breaches. This needs to be achieved with existing tool chains and without extensive rework of the delivery processes. This talk will present strategies and techniques for providing visibility into the true risk of the existing vulnerabilities, preventing the introduction of security issues in the software, resolving vulnerabilities in production environments quickly, and capturing the deployment bill of materials (DBOM).
Speakers:
Bob Boule
Robert Boule is a technology enthusiast with PASSION for technology and making things work along with a knack for helping others understand how things work. He comes with around 20 years of solution engineering experience in application security, software continuous delivery, and SaaS platforms. He is known for his dynamic presentations in CI/CD and application security integrated in software delivery lifecycle.
Gopinath Rebala
Gopinath Rebala is the CTO of OpsMx, where he has overall responsibility for the machine learning and data processing architectures for Secure Software Delivery. Gopi also has a strong connection with our customers, leading design and architecture for strategic implementations. Gopi is a frequent speaker and well-known leader in continuous delivery and integrating security into software delivery.
The Art of the Pitch: WordPress Relationships and SalesLaura Byrne
Clients don’t know what they don’t know. What web solutions are right for them? How does WordPress come into the picture? How do you make sure you understand scope and timeline? What do you do if sometime changes?
All these questions and more will be explored as we talk about matching clients’ needs with what your agency offers without pulling teeth or pulling your hair out. Practical tips, and strategies for successful relationship building that leads to closing the deal.
GDG Cloud Southlake #33: Boule & Rebala: Effective AppSec in SDLC using Deplo...James Anderson
Effective Application Security in Software Delivery lifecycle using Deployment Firewall and DBOM
The modern software delivery process (or the CI/CD process) includes many tools, distributed teams, open-source code, and cloud platforms. Constant focus on speed to release software to market, along with the traditional slow and manual security checks has caused gaps in continuous security as an important piece in the software supply chain. Today organizations feel more susceptible to external and internal cyber threats due to the vast attack surface in their applications supply chain and the lack of end-to-end governance and risk management.
The software team must secure its software delivery process to avoid vulnerability and security breaches. This needs to be achieved with existing tool chains and without extensive rework of the delivery processes. This talk will present strategies and techniques for providing visibility into the true risk of the existing vulnerabilities, preventing the introduction of security issues in the software, resolving vulnerabilities in production environments quickly, and capturing the deployment bill of materials (DBOM).
Speakers:
Bob Boule
Robert Boule is a technology enthusiast with PASSION for technology and making things work along with a knack for helping others understand how things work. He comes with around 20 years of solution engineering experience in application security, software continuous delivery, and SaaS platforms. He is known for his dynamic presentations in CI/CD and application security integrated in software delivery lifecycle.
Gopinath Rebala
Gopinath Rebala is the CTO of OpsMx, where he has overall responsibility for the machine learning and data processing architectures for Secure Software Delivery. Gopi also has a strong connection with our customers, leading design and architecture for strategic implementations. Gopi is a frequent speaker and well-known leader in continuous delivery and integrating security into software delivery.
Securing your Kubernetes cluster_ a step-by-step guide to success !KatiaHIMEUR1
Today, after several years of existence, an extremely active community and an ultra-dynamic ecosystem, Kubernetes has established itself as the de facto standard in container orchestration. Thanks to a wide range of managed services, it has never been so easy to set up a ready-to-use Kubernetes cluster.
However, this ease of use means that the subject of security in Kubernetes is often left for later, or even neglected. This exposes companies to significant risks.
In this talk, I'll show you step-by-step how to secure your Kubernetes cluster for greater peace of mind and reliability.
GraphSummit Singapore | The Future of Agility: Supercharging Digital Transfor...Neo4j
Leonard Jayamohan, Partner & Generative AI Lead, Deloitte
This keynote will reveal how Deloitte leverages Neo4j’s graph power for groundbreaking digital twin solutions, achieving a staggering 100x performance boost. Discover the essential role knowledge graphs play in successful generative AI implementations. Plus, get an exclusive look at an innovative Neo4j + Generative AI solution Deloitte is developing in-house.
GraphSummit Singapore | The Future of Agility: Supercharging Digital Transfor...
From reactive to proactive - How Azur transformed a service helpdesk and boosted revenues and increased customer satisfaction
1. FROM REACTIVE
TO PROACTIVE
Transforming a Help Desk into a streamlined
Service Desk, Azur helps a leading airport
retailer regain customer confidence.
The Azur TOUCH Series September 2014
2. A family-owned business since the 1960s, our client operated a chain of around 550 retail stores in airports and hotels within the United States and Canada. With over 4,000 employees managing leased brand, convenience and newsstand stores, our client had been recognized as having the “Highest Regard for Customer Service” for 17 consecutive years by a leading airport industry publication.
Meet our client
The client provided services to both general users within its support center, as well to the field (stores, warehouses, and field offices) through a Help Desk housed in its IT Department. Prior to the client’s partnership with Azur, the Help Desk was outsourced to an offshore location by the client’s former vendor, and had an all-time low customer satisfaction rating. Incidents were often not reported because of poor user confidence in the Help Desk. Due to the cumulative effect of incidents not being managed and resolved in a timely manner, business operations were adversely impacted.
Business revenue was also negatively affected by the use of outdated registers and equipment. The incident tracking system had functional shortfalls, which resulted in improper incident escalation and backlog, and also impaired communication between the offshore Help Desk team and the client.
The retailer turned to Azur to implement a well-structured and efficient Help Desk that presented a strong operational interface between its IT department and its customers, both internal and external.
Situation & Impact
Azur’s top priority was to help the client regain the trust of its customers by providing efficient and timely support and services. Azur chose to manage the Help Desk in-house initially, with a team consisting of one IT Support Manager and eight IT Support Associates. Within two months, the team grew from eight to fourteen IT Support Associates. The team created and followed an internal mission statement: PROMPT SERVICE—an acronym for Performance, Respect, Ownership, Motivation, Problem-Solving, Trust, Speed, Empathy, Relationship, Value, Integrity, Compassion, and Enthusiasm.
Insights & Solution
3. Situations where Azur employees went beyond their call of duty became the norm and were instrumental in changing the perceptions employees had of the internal helpdesk. Our talented team resolved a multitude of issues - be it registers running slow, not working, or being faulty, and even ordered new parts - often within 30 seconds. They accomplished all of this through a combination of know-how, listening and problem solving skills.
Experience
clients first
Lack of appropriate documentation and metrics
Absence of replenishment policies (registers and desktop computers were more than seven years old)
Weakly defined Service Level Agreements (SLAs) and Operational Guidelines
Inadequate staffing level
Absence of continuous cross-training
Lack of appropriate tracking tools
Poor communication
Based on the analysis, the team developed specific recommendations to improve SLAs, desk efficiency, Key Performance Indicators (KPIs), while also reducing costs. The team also established incident-handling processes and identified “typical” and “exception” practices for a wide variety of potential scenarios.
Azur’s primary goal in embarking on this project was to transition the Help Desk from a reactive state to a proactive state, and set the stage for continuous optimization of services. The starting point was to map out the “as-is” process, followed by defining a clear “to-be” state. Azur performed a Six Sigma validated ITSM (IT Service Management) assessment to pinpoint inefficiencies. As part of this process, one Azur personnel was placed at the client site as an ‘observer’, and a top-to-bottom health check was conducted on systems used to support the staff. Other aspects of the assessment included stakeholder interviews, detailed business process evaluation, and metrics analysis. Key discoveries made included:
Azur’s insights-driven approach helped the client implement a winning IT Service Desk. Some of the key focus areas during the overhaul process were:
Delivery playbook
Managed Service. Azur provided the client with not just ‘resources’, but a ‘managed service’ that emphasized ownership, accountability and risk-sharing.
Rebranding the Help Desk to an IT Service Desk. The aim of the rebranding was to move away from the reactive and less efficient Help Desk processes towards a proactive, productive and cost-effective Service Desk with the capacity to improve overall process efficiency, rather than just manage isolated incidents.
Continual investments in cross-training. With over fifteen skill sets required to ensure optimal support, cross-training was critical for business continuity and adequate coverage.
4. Project Fact file
12 member team, 8 minutes - the average first contact resolution time, 2.5 days - the second level resolution rate, 22,150 tickets created, request tracker ticketing tool.
12
Member team
8
Minutes
2.5
Days
22,150
Tickets created
A playbook, which clearly outlined objectives and strategies, was implemented for Level 1 and 2 support.
On-site/off-site model. To avoid reliance on a centralized location, an on-site/off-site model was utilized to ensure fast response and synchronization in the event that the primary support location was non- functional due to unforeseen circumstances. The off-site team traveled on-site frequently to establish a close connection with the core team.
Coverage across time zones. It was not practical to ensure predictability with operation in the EST time zone since attrition levels are higher with employees working night shifts and weekends. Resources were based primarily in the United States (EST and PST) and Australia (offshore) to ensure coverage and meet needs in a timely manner. The client’s IT Service Desk functioned 24x7, 365 days of the year, including on all holidays.
Helpful, communicative, and diverse staff. The IT Service Desk was staffed with a diverse group of seasoned customer service personnel who delivered consistent, empathetic service, and were instrumental in winning back the trust of customers and reestablishing the Service Desk as a go-to source for issue resolution.
SLA-driven approach. This granular approach involved collective goal-setting, set expectations for deliverability, introduced transparency, ensured quick turnaround times, and provided measurable evaluation criteria. The following key SLAs were created:
Ticket Aging, with a goal to have all tickets closed within a maximum of 7 days.
Average Speed to Answer (ASA), with a goal to be responsive to field calls, reduce rolling to voice mail , and lower wait times to under 5 minutes on weekdays and under 10 minutes on weekends.
First Contact Resolution Rate, with a goal for Level 1 to resolve most tickets as quickly as possible, ideally within 24 hours.
Level 2 Escalation Rate, with a goal for no more than 25% of tickets to escalate to Level 2, and be resolved in 72 hours.
Call Abandonment Rate, with a goal to spend an average of 15 minutes per call and analyze metrics to drive appropriate staffing.
Automation, which developed scripts for repeated activities to ensure consistency and speed.
Best Practice Compliance. Information Technology Infrastructure Library (ITIL) practices and Six Sigma methodologies were leveraged to facilitate improved services.
Reliable ticketing system. Azur customized and implemented a cost-effective open source ticketing system.
5. Azur’s onsite team stayed true to their steadfast client focus, and embraced the client’s culture to ensure a cohesive partnership. The team also went above and beyond by participating in an unpaid, voluntary community service on a monthly basis together with the client’s associates.
Recommendations for equipment. Azur identified outdated registers that needed to be replaced, and also provided suggestions for efficient desktop computers.
The Azur Touch
Within one year of engagement, the following positive indicators were noted:
Additionally, earlier, there were incidents with excessive and repeated hand-offs between the Help Desk and other teams. Azur heavily leveraged its BPM (Business Process Management) e-tool to support efficiency improvement with a goal to increase the URR (Unique Route Ratio - defined as the ratio of the total number of instances to the total number of unique process routes) from 5.2 to 11. The team was able to achieve an improved score of 12 due to cross-training and staff productivity.
Increase in business revenue
Rank of #1 in customer service (both internally and externally); customer satisfaction was measured to be above 90%, which was a vast improvement
Cost savings, because of an eventual 25% reduction in the Service Desk
Let Us Help
IT Service Desks are fundamental aspects of business service and operation, and play a vital role in giving organizations a competitive edge. Service Desks improve user satisfaction by employing a proactive approach to IT Services Management, prompt incident resolution, enhanced communication, and identification of trends and systemic problems.
Whether you are a small to medium-sized business or a larger organization looking to implement a Service Desk, or recondition an existing Help Desk, Azur can help by:
As your partner, Azur’s overarching focus is to do what is right for your organization and needs, engineer sustainable solutions, and deliver its hallmark—premium services at non-premium prices.
Conducting an in-depth ITSM assessment
Utilizing an SLA-driven approach entrenched in Best Practices
Staffing your Service Desk with experienced, communicative and diverse personnel
Providing round-the-clock coverage
Evaluating metrics and impact
6. Azur is not your typical IT services provider. Combining deep rooted purpose with vision, we are obsessed about customers and our employees. Our services span the gamut of IT Strategy, Internet of Things, Mobility through to Custom Applications Development and ERP. Our philosophy is best reflected by our brand credo passionatelycurious and we adopt this approach in uncovering ways in which we can add tangible value and make a lasting impact. In an industry that is heavily commoditized and compromised, we endeavor to break the compromises that have shackled our customers. It’s time to get off the beaten path. It is time for a breath of fresh air. Say hello to Azur!
To see The Azur Touch in action, write to us at hello@azurinfotech.com or
visit us at www.azur-global.com
Azur Global
hello@azurinfotech.com
www.azur-global.com