The Golden Path to SpringOne

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Happy Agents = Happy Customers: Empower Your Customer Service Team to Lead the Way

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11:00 AM PST on Tuesday, Feb 07, 2023

Happy Agents = Happy Customers: Empower Your Customer Service Team to Lead the Way

Happy Agents = Happy Customers: Empower Your Customer Service Team to Lead the Way

Feb 7, 2023

In this episode

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Keeping on top of your organization’s technical platforms as well as customer experience is a daunting task, and it can’t be done by siloed teams. Your customer service team and the insight they gain from users is critical to the incident identification and response process, and your development teams can use this insight as data to speed up their ability to resolve the problem. As the team closest to the customer, incorporating your customer service team into the DevOps lifecycle will reduce silos, shorten feedback loops, empower agents, grow careers, and delight your customers.

Come to this session to learn about bringing customer service teams in line with development teams, organizational goals, and improving agent experience to improve the customer experience. In this talk, you’ll learn the importance of aligned customer service ops, and how to help your customer service and dev teams establish strong practices of collaboration as one team in service of your customers.

Guests

Kat Gaines

Kat Gaines

Kat Gaines is a developer advocate at PagerDuty. She enjoys talking and thinking about incident response, customer support, and automating the creation of a delightful end-user and employee experience. She previously ran Global Customer Support at PagerDuty, and as a result it’s hard to get her to stop talking about the goodness of investing in career paths and the agent experience for tech support professionals. In her spare time, Kat is a mediocre plant parent and a slightly less mediocre pet parent to two rabbits, Lupin and Ginny.

Hosts

Tiffany Jernigan

Tiffany Jernigan

Tiffany is a senior developer advocate at VMware and is focused on Kubernetes. She previously worked as a software developer and developer advocate (nerd whisperer) for containers at Amazon. She also formerly worked at Docker and Intel. Prior to that, she graduated from Georgia Tech with a degree in electrical engineering. In her free time she really likes to travel and dabble in photography. You can find her on Twitter @tiffanyfayj.