Decrease wait time for customer and improve customer service

Assignment Help Business Management

Reference no: EM133653218

PPT Homework

For this homework, you will again assume a management role for the company providing e-courses in the second homework.

The company has received numerous complaints from dissatisfied customers about the long wait times when contacting the company to request information about courses they purchased. After assessing the problem, the company found the sales and the customer service departments operate in silos. Information about new courses, course updates, and discontinued courses is not shared in a timely manner between the two departments. In addition, when requests for information are transferred between departments, the questions often go unanswered.

The company established a goal to decrease the wait time for customers and improve customer service satisfaction and has decided to adopt a new technology, Microsoft Teams. The new technology allows for a consistent free flow of information between departments. Microsoft Teams will allow employees from the two teams to chat at any time, video call, and even share screens as necessary. It will also be connected to their emails and calendars to provide them with information about who is available to answer questions at any given time.

In adopting the new technology, the employees will continue to perform their current job duties but will work closely as teams, share information, and communicate in a unified voice to assist customers.

As a manager, you are responsible for communicating the change, the reasons for the change, and the goals of the change to the employees in a video presentation. You will create a PowerPoint presentation and record yourself making the presentation using the Kaltura Capture Desktop Recorder. For instructions on how to use Kaltura for creating a recording, completing it, and uploading the recording, view the Kaltura Capture Training Video.

Reference no: EM133653218

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