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Operations at a Techinical Call Centre
Published on Feb 25, 20073309 Views
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Chapter list
Welcome & Support Centre (WSC) Operations 00:00
Introduction00:57
slide402:18
WSC background & structure02:45
Remote Customer Assistance (RCA)08:08
How do we support customers09:05
Xerox Help Desk: a Multilingual Reality14:28
Why do we do Remote Solve over the phone (RCA) or on the Web?15:52
Support Cost15:57
XE Remote solves over the phone (RCA) 200616:35
OSA external usage / Success rate (XE)17:29
What do we use for troubleshooting over the phone or on the web?21:32
Facts on OSA21:38
Geographic Deployment26:55
TITLE27:27
TITLE27:44
TITLE27:47
TITLE28:01
TITLE28:40
TITLE29:00
Current Translation process29:31
Existing KB Translation Process30:30
How to reduce Translation cost?39:44
Need of translation PROVEN40:34
How to improve the OSA usage internally43:26
OSA KB usage v RCA rate: USA findings43:57
Main issues in XE (April 06)45:12
Solutions implemented/ in progress in XE45:45
We need more help with translation46:15
SMART Key features46:27
148:30
On the Fly Translation48:40
Current Process49:06
Summary of our Expectations50:00
Challenges51:10