Presentation from the 2014 Service Industry Summit
In this presentation from the 2014 Service Industry Summit, Kathy Edmons of Teradata explored some of the introspective ways the company’s Global Support Organization is improving the customer experience. Every world class company needs to develop their associates’ skills, provide consistent process execution and review the quality of their service delivery. Kathy discussed several of the innovative programs that Teradata is using to achieve these goals including their implementation of Support Academy, a modern virtual learning environment, their use of visual workflows to consistently deliver service and their innovative quality incident review methodology.
About the Presenter
Director, Global Support – Teradata Corproation
Kathleen Edmons currently works at Teradata Corporation as the Director of Global Support for Teradata Database software in the Customer Services organization. She manages a worldwide operation of level 3 technical support analysts delivering solutions to our most challenging technical issues for over 1000+ Teradata customers. Previous to this position, she managed the realization of Teradata database releases where she improved database software release quality and delivered multiple Teradata database releases. She has worked at Teradata and NCR Corporation her entire career in various roles in Finance, Product Management and R&D. She is also the President of Women of Teradata, a non-profit, focused on women’s career development and community involvement.