Please enable JavaScript.
Coggle requires JavaScript to display documents.
Establish Buddy program (purpose (less afraid of attending call with…
Establish Buddy program
purpose
share experience
trainings
pair solving
Q&A sessions
discussion on a topic
library of soled issues
widen the list of experts
less often attend a call
faster fixed ticket
happy customer & support
clear expectation from particular positions
less afraid of attending call with customer
expectation from a call
agree on the purpose of the call and who is driving that
friendly group on a call
relation with support rep
known area/domain
know who to ask for help
when ask get support
aligned with support rep
trained for the call
training for newbies
no language barrier
local language sessions
support drives the session
frequent English chatting
feedback from the call
buddy on the call
happy support and customer
experts
open for sharing knowledge
what is the value for trainers
what is the future responsibility/expectations
where to get capacity
do they know how to do it
which training do we have for them - they want soft skills
any tools available?
any support from other members?
list of experts - team based - areas of responsibility
list of areas
who
experienced engineers
list of engineers
list of issues
publicly available
is it mandatory - YES - we want it
newbies
introduction to the problem
is it mandatory? - YES
managers
what is the role of manager on the call
how manager could help - drive complex issue - zastani na strane manageru
no trainings for technical stuff