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PGi - Support Team of the Year

Gold Stevie Award Winner 2016, Click to Enter The 2017 Stevie Awards for Sales and Customer service

Company: PGi, Atlanta, GA, USA
Company Description: PGi is the world's largest dedicated provider of collaboration software and services. For more than 25 years, our broad portfolio of products has served the end-to-end collaboration needs of enterprises. Accessible anywhere, anytime and on any device, PGi's award-winning collaboration solutions drive productivity and teamwork for approximately 50,000 customers around the world.
Nomination Category: Support Categories
Nomination Sub Category: Support Team of the Year

Nomination Title: PGi’s Expert Team

Tell the story about what this nominated team has achieved since January 1 2016 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms.

The issues our clients experience with web conferencing products can be very in-depth, and having the best support team on the other end of the phone, chat, or email makes all the difference. PGi’s Expert Team provides technical support for automated and web conferencing products through intensive troubleshooting and creative problem solving.

The team of 15 live by our Vision of Service Excellence … Every Time so they are not held to call resolution times. Their goal is to resolve the issue in one interaction with the client so it’s not unusual for an Expert/Agent to spend more than an hour troubleshooting. In some cases, it could take hours to identify and resolve the problem. The record for the longest support call is four hours.

In 2016, the Expert Team accomplished a major milestone when one of our own Agents refined a support tool called RemoteAssist. RemoteAssist is an easy way for agents to remote into a client's computer and assist them with troubleshooting. It’s for clients who are not as tech savvy and need additional hand holding. It is also for high-level technical requests to solve problems or demonstrate PGi’s products. When clients don’t know what the problem is or have trouble communicating it, the Expert logs on and takes control of the client’s desktop.

Through RemoteAssist’s annotation tool, they can also highlight instructions and specific steps for clients. For more difficult troubleshooting, such as a drop in network connection, they can download logs directly from a client’s computer that tells them root cause. They can also replicate an issue by recording it remotely as it is occurring and then uploading it into a ticket for escalation. RemoteAssist allows them to provide timely, superior support to complex issues and reduce the time needed to troubleshoot.

In 2016, they also launched a real-time application and log monitoring application. This tool helps them identify potential issues and trends through real-time alerts. This allows our Senior Experts to begin working with fix agents often before our customers are even aware of a problem. They communicate this immediately to front line experts who use this information directly with customers and find potential work-arounds while a permanent solution is implemented.

PGi could not function without the Expert Team’s white glove service. They drive continuous improvement and ensure 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. From the very first contact, the Expert Team is the face of PGi, and they hold themselves responsible for the customer relationship. Their unwavering dedication to service excellence is why customers shared this feedback:

“As someone who talks to way too many support people on a weekly basis, it was a real pleasure to speak with Mary. Her pleasant demeanor and straight forwardness are appreciated."

"Daniel has excellent customer service skills, a patient/non-patronizing working style and was very pleasant to work with. He listened to my issues and asked all the right questions. We spent a long time troubleshooting. His high level of understanding of your product and keen technical skills, especially around different browsers and their configuration, was key to fixing my problem. The issue was due to my browser and not your application."

“Michael was AWESOME! He took the time to show me GlobalMeet and got my computer set up to operate properly. GM is such an important tool with critical meetings. I am thankful to have it working again! What amazing customer service!”

“I know when you are assigned to my tickets, you do everything possible to resolve the issue in a timely manner and are really engaged with the client. My clients love working with you and have nothing but good things to say about you!" -PGi employee

In bullet-list form, briefly summarize up to ten (10) accomplishments of the nominated team since the beginning of 2016 (up to 150 words).

-RemoteAssist reduced Expert Team's time to resolve customer issues by up to 50%.
-Team achieved 80% first-call resolution for 2016.
-For escalated tickets, Team decreased overall time to resolution by 45%.
-Restructuring the Team made more agents available during peak times and reduced answer call time by 40%.
-Analytic Dashboards helped Team proactively monitor KPIs for our Audio and Web Conferencing platform.
-Team implemented direct access to our ticket logging system, allowing them to review issues live with customers.
-Team created automated alerts based on customer KPIs to proactively manage, prevent, or resolve issues.
-Team handled feedback from HTML5 beta for iMeet, allowing them to share trends directly with Product Management.
-Team improved customer relationships by responding to online feedback through the web product. This led to further research by our Develoment Teams and numerous enhancements.
-Created reporting to identify potential client impacting issues and provide feedback to fix agents.