Team Work Benefits the Customer Every Time · Communications) team in a multiple ways. Susan Elias...
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Customer Care Center Posted by Jennifer Miller, Director – Technology Services Support – Performance Excellence January 20, 2017 Team Work Benefits the Customer Every Time The Customer Care Center is working to specifically support the NIC (Network Infrastructure and Communications) team in a multiple ways. Susan Elias reviews any network equipment issues from the previous evening in all of the districts closets. She ensures that all are documented and recorded for review. Throughout the day, Susan leads the review of network equipment by checking the equipment status on the wallboard in the Customer Care Center. Simultaneously, Richard Kurtz and Ingrid Morassini review the network submitted PAR (Preventative Action Reports) in order to review the daily needs of each campus. In addition, Amanda Medau is spearheading our effort to document the current state of all network closets each month submitted through our Campus Network PAR Report – Closet Review. There are more than 400 network closets in the district. Teams working hand in hand to support the distributed technology is what it is all about!!! Susan Elias, Ingrid Morassini, and Amanda Medau three different projects working together to support our Network Infrastructure and Communication team.
Transcript of Team Work Benefits the Customer Every Time · Communications) team in a multiple ways. Susan Elias...
Customer Care Center
Posted by Jennifer Miller, Director – Technology Services Support – Performance Excellence January 20, 2017
Team Work Benefits the Customer Every Time
The Customer Care Center is working to specifically support the NIC (Network Infrastructure and
Communications) team in a multiple ways. Susan Elias reviews any network equipment issues from the previous
evening in all of the districts closets. She ensures that all are documented and recorded for review. Throughout
the day, Susan leads the review of network equipment by checking the equipment status on the wallboard in the
Customer Care Center. Simultaneously, Richard Kurtz and Ingrid Morassini review the network submitted PAR
(Preventative Action Reports) in order to review the daily needs of each campus. In addition, Amanda Medau is
spearheading our effort to document the current state of all network closets each month submitted through our
Campus Network PAR Report – Closet Review. There are more than 400 network closets in the district. Teams
working hand in hand to support the distributed technology is what it is all about!!!
Susan Elias, Ingrid Morassini, and Amanda Medau three different projects working together
to support our Network Infrastructure and Communication team.
Customer Care Center
Posted by Jennifer Miller, Director – Technology Services Support – Performance Excellence January 20, 2017
CCC Team Meeting – Ensuring All Are On the
Same Page
The Customer Care Center team met on Friday,
January 20 in the afternoon. The team reviewed the
agenda and presentation presented at the Technician
Meeting earlier in the week. Arlicia Netto, Amanda
Medau, Susan Elias, Richard Kurtz, and Ingrid
Morassini spending time reviewing the agenda
ensures that the CCC Team is on the same page with
Technician teams. In addition, the team reviewed the
mid-semester data and information including service
request counts, survey returns, and time worked in
service request counts.
Customer Care Center
Posted by Jennifer Miller, Director – Technology Services Support – Performance Excellence January 20, 2017
Josh Zhang Supports Multiple Systems.
Over the last 3 weeks, the Customer Care Center has not had
the use of our display board or our phone report process. On
Wednesday, January 18, the vendor Genesis, was consulted
once again for resolution. Unfortunately, a resolution was not
discovered. The DII team was consulted as several members
had worked on the system throughout its use over the last 15
years. On Thursday, January 19 Josh Zhang began working
on the system. Josh was able to diagnose the issue and
worked to get the system back into production. By the end of
the day, all phone and analyst status information was once
again showing on the display and reports were producible. By
the end of the week, Josh shared several ideas to make the
system more usable. Thank you Josh for helping our team!!!
Customer Care Center
Posted by Jennifer Miller, Director – Technology Services Support – Performance Excellence January 20, 2017
Multiple Teams Continue to Step Out of Their
Comfort Zone to Support the MissionDue to requests arriving at the Customer Care Center
throughout the day, it is imperative that the desk is covered all
throughout the day. Due to this need, the Service Center
Technicians continue to cover the desk so that the team can
meet for their Team Meeting each Friday afternoon. This week,
Robert Hernandez and James O’Reilly covered the desk for
the team. We thank you both for your customer consideration
and support!!!!
TH
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Customer Care Center
Posted by Arlicia Netto, Analyst, Customer Care Center January 20, 2017
Customer Care Center Root Cause Analysis
Reviewing the service provided by the Customer Care Center is important in order to determine how best to
prepare for future support. Spending time taking care of the needs of customers is the most important job the
Customer Care Center performs.
Customer Care Center
Posted by Jennifer Miller, Director – Technology Services Support – Performance Excellence January 20, 2017
Service Request Resolution Distribution
December, 2016 – January, 2017
Week
Customer Care Center
Posted by Arlicia Netto, Analyst, Customer Care Center January 20, 2017
Weekly Words of Wisdom
