Presentation delivered at the 2012 Service Industry Summit
Knowing how to make the right changes to a service organization can be a tough decision. Often there are multiple opportunities for improvement, each with differing impact to the customer experience and organizational performance. In this session, MaryAlice Bastian and Douglas Lumb of EMC will discuss some specific optimization areas applied to EMC Customer Service’s Front-Line Call Center organization during the past year, and the effect these improvements have had upon both the customer experience and the efficiency of the business.
About the Presenters
Senior Manager, Global Technical Support Optimization – EMC Corporation
With over 25 years of customer service experience and certificates in ITIL, Six Sigma, CSM, ISO, and TQM she is an expert in customer service process optimization. At EMC for 8 years MaryAlice currently leads the Change Control Office enabling transformative changes that allow EMC to successfully delight customers in a competitive marketplace.
Senior Program Manager, Service Optimization Group – EMC Corporation
Douglas Lumb is a Senior Program Manager for EMC Customer Service’s Optimization group. Douglas has 11 years’ experience with EMC in a variety of locations, including: Australia, Japan and the US. Douglas performs systems analysis and program management for all aspects of EMC’s global service delivery including: Business Intelligence, Process Optimization, Staffing Alignment, Systems Roll-out and Sub-Contractor ROI Analysis.