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David Birittieri - Assistant Vice President of Systems (Bio)

United States

MassMutual was founded on May 15, 1851. And from the beginning, we’ve had a single purpose: to help people secure their future and protect the ones they love. More than 160 years later, that commitment remains our guiding principle. It’s behind everything we do and every decision we make. It’s how we continue to deliver products and services to help our policy owners and customers achieve their financial goals, and protect those who matter most. Our internal IT Help Desk also carries these same philosophies (Making sure we keep our employees productive in order for them to serve our external customers).

 

We will be sharing our best practices which include
 

  1. An Omni-Channel Experience for our Customers
  2. Traditional IT Help Desk vs. a true Call Center/Contact Cetner
  3. Self Service capabilities
  4. In House vs. Outsourced
  5. OCR (One Contact Resolution)


 

Role of the Center:

Our company’s internal IT Help Desk provides initial issue triage and technical support to the company’s employees and close affiliates. We are responsible for servicing a customer base that consists of 580 business groups, made up of roughly 19,000 home office and field users who provide services for more than 5,000,000 external customers. IT Help Desk Specialists perform a variety of duties including answering calls in an ACD call center environment, assisting with escalated triage tickets, monitoring and reporting major outages within our infrastructure that impact the business’ ability to remain productive , and serving as liaisons between our end users and upper tiers of IT support. We also have a dedicated team of specialists who provide in-person service at our TECHBar locations.


Christine Whittaker - Director, Customer Experience (Bio)

Canada

Center Size:45

Connecting to the Future of Automotive Mobility Founded in 1992, Club Auto is a client-centric organization that works exclusively with automotive clients, focusing on delivering experiences for their customers. Initially, Club Auto partnered with Canadian automotive manufacturers to provide roadside assistance services to new car buyers as part of the car’s warranty protection. With exclusive access to the CAA service network across the country, Club Auto provides the highest quality roadside assistance services. As a result of developing deep relationships and extensive knowledge of the automotive sector over the last 23 years, Club Auto has expanded beyond just roadside services to become a leading customer experience management company in the automotive sector. Today, Club Auto’s core competencies include: - Roadside Assistance - Contact Centre Operations - Technology Solutions - Data Reporting & Analytics



Role of the Center:

• Focus on supporting the Contact Centre staff by providing process and product knowledge assistance and support for incoming queries and issues related to Club Auto programs and Contact Centre system tools. • Handles escalation calls from Dispatch Hotline queue, voicemail, and act as the first escalation point for the Contact Centre Representatives (CCRs) and LiveX Contractors. • Help Desk Analysts manages the day to day service level and is responsible to maintain the contractual agreement from all corporate clients. • Make judgment calls concerning service exceptions, and customer resolution opportunities. • Provide summary of trends, gaps, or opportunities for process improvement which are identified through escalation and support handling • Focus on improving the function of the role and building efficiency for day-to-day operations • Supports outsourced vendor inquiries associated to process, product knowledge and customer escalations. • Acknowledge and oversee dispatching of AAA RAP Browser calls within established timeframes. • Stay up to date on RAP-O-GRAM information and communicates to staff as required, including but not limited to club ETA’s, club downtime etc. • Remain up to date on new information, including client and company policies and procedures. • Manage the non-conformance report process to report any computer, telephone or other system problems. • Comparison report to be sent to Management/Supervisor team daily. • Proof of service requests to customers • Managing breaks and/or lunches • Maintaining better relationships with CAA Clubs.


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