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