Key Insights
o Team follows the operation principle of PADRE - Pipeline, Acquire, Deploy, Run, Expand. Covered here in detail.
o Technology Stack
Ticketing, Voice, Portal - Zendesk
Knowledge Management - Mindtouch
Online community - Lithium
Search - Solvvy, SearchUInify
Agent Training - Skilljar
o Marlene is currently focusing on following initiatives:
- optimizing Agent training and on-boarding
- understanding the persona of the person calling
- auto case routing (speed + accuracy = customer experience)
o Favorite business books:
Subscribed, Tien Tzuo
Nevertheless, She Persisted: True Stories of Women Leaders in Tech, Pratima Rao Gluckman