As part of transforming 8x8 Global Customer Care into a best-in-class customer-focused organization, we've actually re-introduced our internal Rewards and Recognition Program with the "Customer-First" principle as our primary focus. Every month, we reward our top-performing support agents based on multiple customer issues handling factors. That includes their customer satisfaction scores and their ability to positively resolve cases without escalation. So in many ways, it's very meaningful to us when customers complete surveys, whether positive, negative, or neutral.
On a quarterly basis, we also recognize and reward our team members working in back-end operations to keep frontline support seamless for our customers. Winners receive points they can redeem for all kinds of items in the internal 8x8 rewards platform.
With this program running successfully in our Tech Support groups for 4 months, we are now planning to scale this to other teams in the GCC organization like Deployment and Implementation.
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Nir Galpaz
8x8 Vice President, Technical Services & Support
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Original Message:
Sent: 12-15-2021 09:33
From: Anonymous Member
Subject: Ask Me Anything (AMA) with Nir Galpaz: 8x8 Support
This message was posted by a user wishing to remain anonymous
I know a lot of people are going to complain, but I have had one or two times where my support agent really did a great job for me. How can I make sure they get recognized? What do you do to celebrate and encourage great performance on your team?
Original Message:
Sent: 11-16-2021 13:49
From: Joel Sandi
Subject: Ask Me Anything (AMA) with Nir Galpaz: 8x8 Support
Come ready to get real in our next highly anticipated Ask Me Anything session with 8x8 VP of Technical Support and Services @Nir Galpaz! Nir will join us right here in this thread on December 15, 2021, 8-9 8:30-9:30 a.m. PT, to take all of your questions on the 8x8 Support experience. He's ready to hear about your challenges and concerns, celebrate your successes, respond to your feedback, and share exciting insights on what we are doing to transform how we support our customers.
On the date and time noted above, simply sign in, come back to this thread, post any questions you have below, and follow along with the discussion. (There is no dial-in information or webinar link.)
Can't make it? Click here to send us any questions you have on this topic ahead of time.
#AskMeAnything
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Joel, 8x8 Global Customer Care
(he/him/his)
Minneapolis
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