Purely focused on collaboration, PGi is immensely proud of our innovative portfolio and the best customer care team in the world. Best in the world? Sounds ambitious, huh? Guess, what the folks at the Stevie International Business Awards agree!
The PGi Expert Team was awarded a Gold Stevie International Business Award (IBA) for “Support Team of the Year.”
PGi’s Expert Team provides technical support for automated audio and web conferencing products through troubleshooting and creative problem solving. The team has proven that they are creative, talented and high-performing. Specifically, judges noted the following accomplishments:
- 80 percent first-call resolution;
- Decreased overall time to resolution by 45 percent for escalated tickets;
- Reduced answer call time by 40 percent via process improvements; and
- Reduced time to resolve customer issues by up to 50 percent using new technology.
Another judge summed up the PGi customer support experience by saying, “ has a hard working and creative team showing that solving their clients’ problems leads to success. A great example of customer service at its very best.”
Two hundred executives worldwide participated on 12 judging committees to determine the Gold, Silver and Bronze Stevie Award winners from more than 3,900 nominations submitted by organizations in over 60 nations. The judges complimented our Expert Team for handling duties while turning customer problems into successes. As one judge put it, you have “excellent initiative and mindset in delivering service excellence to clients. Great support team in serving with heart!”
Some of When an Expert Team member is assigned to a PGi customer ticket, they do everything possible to resolve the issue in a timely manner and are really engaged with the issue at hand. They have reorganized, created new tools and adopted new processes to reduce resolution time and meet KPIs.
Recently, the Expert Team accomplished a major milestone when one of our own agents refined a support tool called Remote Assist which is an easy way for agents to remote into a client’s computer and take control for troubleshooting.
Through Remote Assist’s annotation tool, PGi customer support members can also highlight instructions and specific steps for clients. For more difficult troubleshooting, such as a network connectivity issues, we can download logs directly from a client’s computer that diagnoses the root cause. We can also replicate an issue and record it remotely and then upload into a ticket for escalation.
The Expert Team drives continuous improvement and ensures service continuity through either problem resolution or work-around deployments. In rare instances when Agents need to escalate an issue, they never remove themselves from the situation. They continue working directly to determine root causes and see incidents through to resolution.
Congratulations to PGi’s Expert Agents for being recognized as the best of the best! We’re proud to have you supporting our customers.