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Dated : 22th October 2022

Duration : 30 Minutes

35 minutes

Turning customer service to a profit center

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Using proactive metrics for support operations

Speaker - Charlotte Ward

December 1, 2022

Using proactive metrics for support operations


When: 9 AM PST, 1st December 2022

Where: Linkedin Live @Ascendo AI

Speaker - Charlotte Ward


In these interactions, we pick a hard topic that doesn’t really have a straightforward answer. We then bring in speakers who have been there, and seen this but approached it in very different ways. This is a space for healthy disagreements and discussions but in a respectful way. Just by the nature of how we have conceived this, you will see passionate voices of opinions, friends having a dialogue, and thereby even interrupting each other or finishing each other’s sentences.


At the end of each dialogue, we want you and our audience to leave with valuable insights and approaches that you can try at your workplace - and continue the discourse in our social media channels!


Introduction to the topic

“Support today reacts to external metrics rather than proactively creating and using data” Our speaker Charlotte will be taking us through a framework on how to look at support operations data from the eye of proactive support.  She will be taking us through which support metrics matter, which ones need to be retired, which ones to evolve.  She will be sharing a practical example on how she and her team are transitioning to proactive metrics.


We will discuss –

  • What works in the proactive realm and what needs to change and why?

  • What are the key proactive metrics?

  • How to look at support operations data from the eye of proactive support?

We are going to bring many more informative points, to learn more Join Ascendo AI for this Experience Dialogue on Using proactive metrics for support operations. We bring such interesting discussions that will gain an insight into how Charlotte Ward Head of Support, at Snowplowr, manages it.


At the end of each dialogue, we want you and our audience to leave with valuable insights and approaches that you can try at your workplace - and continue the discourse in our social media channels!


Introduction to the speakers

Charlotte is also known for building relationships with customers that stand the test of time. She spent nearly 25 years delivering, defining, and leading exceptional customer care and support experiences. She builds global teams of experts and coaches them to focus on the customer. She has worked on the front line in a heated call center environment. She led remote, highly technical teams working on deeply bespoke implementations, and love it.

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