Key Insights

o Team follows the operation principle of PADRE - Pipeline, Acquire, Deploy, Run, Expand. Covered here in detail. 

o Technology Stack

Ticketing, Voice, Portal - Zendesk

Knowledge Management - Mindtouch

Online community - Lithium

Search - Solvvy, SearchUInify

Agent Training - Skilljar

o Marlene is currently focusing on following initiatives:

- optimizing Agent training and on-boarding

- understanding the persona of the person calling

- auto case routing (speed + accuracy = customer experience)

o Favorite business books:

Subscribed, Tien Tzuo

Nevertheless, She Persisted: True Stories of Women Leaders in Tech, Pratima Rao Gluckman