Areas of Focus Workgroup
Customer Support Areas of Focus workgroup description and overview
Attributes
KPIs that triggered this action
Service Level Agreement (SLA)
Exit Criteria
- SaaS and SM has been coalesced in Zendesk
- Tom A’s “Areas of Focus” initiative has been implemented
Roles and Responsibilities
Working Group Role |
Person |
Title |
Region |
Facilitator |
Jason Colyer |
Support Operations Manager |
AMER |
Executive Stakeholder |
Tom Cooney |
VP of Support |
AMER |
Member |
Tom Atkins |
Support Engineering Manager (EMEA) |
EMEA |
Member |
Jane Gianoutsos |
Support Engineering Manager (APAC) |
APAC |
Member |
Ronnie Alfaro |
Support Engineering Manager (AMER) |
AMER |
Member |
Cynthia Ng |
Senior Support Engineer (AMER) |
AMER |
Artifacts