Improving The Operational Efficiency Of A Distributed Customer Support Team

Productivity improves by 20 to 25 percent in organizations with connected employees according to a McKinsey study.

However, how do you ensure that the employees are well connected when teams are working remotely? NETSCOUT can tell you a thing or two about this. As they were expanding their team from a product support team to a managed service team solving customer problems, they were finding that a lot of knowledge was being lost in emails or with individual engineers so many investigations were taking longer and often repeated.

Support engineers at NETSCOUT were working as a global team even before the pandemic. However, the pandemic made it more difficult as they no longer had the office interaction. This made it critical to work effectively together. Time to resolution (TTR) was higher than they wanted and being remote made it even more important to create a collaborative culture where they capture knowledge and make knowledge and access to experts, easily accessible through a central site.

How are they achieving this? Kristin Whitaker, Business Support Consultant at NETSCOUT joined Divanshi Arora, Customer Success Manager at SearchUnify, to discuss the story of how she is overcoming the challenge of employee engagement and efficiency, which is already improving knowledge creation, findability and support outcomes.

Key Takeaways:

  • How to improve the operational efficiency of customer support?
  • How to connect and engage remotely working teams?
  • How are AI-powered apps shaping the future of customer support?


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