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Agora Customer Team

Agora Customer Team. Williamstown 22 Aug 2003. Agora Williamstown Update. Intro Current situation - phone Current situation - email Team update. Introduction. Geoff Strawbridge joins us from Terra Lycos, formerly Lycos formerly Tripod. Formerly in this building.

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Agora Customer Team

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  1. Agora Customer Team Williamstown 22 Aug 2003

  2. Agora Williamstown Update • Intro • Current situation - phone • Current situation - email • Team update

  3. Introduction • Geoff Strawbridge joins us from Terra Lycos, formerly Lycos formerly Tripod. Formerly in this building. • Most recent role as Global Director for the Web Publishing business unit (Tripod, Angelfire, Html Gear) • Prior role was Director, Customer Service for Lycos. • Managed two contact centers • 50 person team with volumes around 50,000 emails/wk, 3,000 calls/wk, 200,000 online help pv’s/wk • Created email management system, online content management system (Network Help), imail, browser synchronization tools.

  4. Current Situation - phone • Inbound call volumes (1700/wk) • SBDO largest volume (60% of total)

  5. Current Situation – email • Email volumes • SBDO largest volume (70% of total)

  6. Team update • Agora customer team/roles • A time of high turnover, training; losing 135 hrs/wk, replacing with 90 hrs/wk, untrained

  7. Team update • Key Issues: • strong customer demand (i.e., volumes outpace human capacity) • Service levels (24-48 hrs) • Cancellations stabilized • Scalable systems (egain, T1, new phone)

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