[October 19, 2016] |
|
Kaspersky Lab Receives Highest Level of Support Staff Certifications from TSIA and Miller Heiman Group
Kaspersky
Lab North America announced today that its business products
technical support and premium services teams were awarded the highest
level of certification at the Technology
Services World (TSW) conference in Las Vegas.
This is the second year in a row that Kaspersky Lab (News - Alert) was designated a
Level I Certified Support Staff Excellence Center by the Technology
Services Industry Association (TSIA). To achieve a Level I Certified
Support Professional (CSP (News - Alert)-I) designation, companies must have 90 percent
of their support staff successfully complete a course designed to teach
them advanced field service communication skills. Kaspersky Lab also
earned Level II Certification Support Professional (CSP-II) status. For
this certification, the teams completed a course designed to improve the
technical troubleshooting capabilities of technicians at all levels of
the support organization.
"Our team is dedicated to delivering the highest level of customer
service every day," said David Mello, senior vice president of support
and services, Kaspersky Lab North America. "Completing these programs
and being awarded these certifications demonstrates our tireless
commitment to exceeding customers' expectations. We will continue to
further develop our tools and abilities to ensure that we are providing
industry-leading support programs and delivering an exceptional support
experience for Kaspersky Lab customers."
Miller Heiman Group's Service Ready program delivers TSIA's customer
service and critical thinking certificate courses for frontline support
professionals. Exclusive to TSIA members, the Support Staff Excellence
program strengthens agents' technical abilities with the relationship
and trouble shooting skills required to ensure total customer
satisfaction.
In order to be eligible for the TSIA Support and Services Excellence
certifications, Kaspersky Lab participated in weekly training and
certification programs from May through July of 2016. These education
sessions and testing exercises were conducted with individuals, managers
and as a team. The program goals included improving agent performance,
increasing customer satisfaction scores and reducing call time.
For the CSP-I training, the team built upon its success in 2015, and
achieved the following metrics:
-
39 percent improvement in customer satisfaction according to
management tool, Net Promoter Score, which gauges the loyalty of a
firm's customer relationships
-
30 percent improvement in the average speed to answer chat messages
-
Six percent improvement in the average speed to answer phone calls
With regard to the CSP-II course the team achieved the following key
metrics:
-
100 percent of Kaspersky Lab Support Staff completed the CSP-II
certification
-
48 percent improvement in case escalation quality
-
18 percent improvement in support team productivity time
-
2.6 percent improvement in the average time to problem resolution
About Kaspersky Lab Kaspersky Lab is a global cybersecurity
company founded in 1997. Kaspersky Lab's deep threat intelligence and
security expertise is constantly transforming into security solutions
and services to protect businesses, critical infrastructure, governments
and consumers around the globe. The company's comprehensive security
portfolio includes leading endpoint protection and a number of
specialized security solutions and services to fight sophisticated and
evolving digital threats. Over 400 million users are protected by
Kaspersky Lab technologies and we help 270,000 corporate clients rotect
what matters most to them. Learn more at www.kaspersky.com.
About TSIA The Technology Services Industry Association
(TSIA) is the world's leading organization dedicated to advancing the
business of technology and services. Technology services organizations
large and small look to TSIA for world-class business frameworks, best
practices based on real-world results, detailed performance
benchmarking, exceptional peer networking opportunities, and
high-profile certification and awards programs. TSIA corporate members
represent the world's top technology companies as well as scores of
innovative small and mid-size businesses in four major markets:
enterprise IT and telecom, consumer technology, healthcare and
healthcare IT, and industrial equipment and technology. TSIA's editorial
blog, Inside
Technology Services, is widely recognized by technology service
professionals for providing thought leadership and insights into
industry trends and best practices. Visit us at www.tsia.com,
follow us on Twitter (News - Alert) @TSIACommunity,
or connect with us on LinkedIn
and Google+.
About Miller Heiman Group Miller Heiman Group has
historically been recognized as one of the largest training companies in
the world, but is quickly becoming one of the most prolific business
solutions provider in sales and service performance. Built on legacy
brands such as Miller
Heiman, AchieveGlobal,
Huthwaite,
Impact
Learning Systems, Channel
Enablers, and CSO
Insights, Miller Heiman Group is backed by more than 150 years of
experience and performance. Our Be
Ready Solutions offer more sales- and customer service-based
solutions than anyone in the industry, and empower people across the
entire organization to perform at peak potential by bringing
game-changing insight to sales performance and customer experience. This
allows you to build and sustain a successful, customer-focused
organization that drives profitable revenue and top-line growth on a
global scale. To learn more, visit our website.
Follow us on LinkedIn,
Twitter,
Facebook,
YouTube
and Google+.
Securelist
| Information about Viruses, Hackers and Spam Follow @Securelist
on Twitter
Threatpost
| The First Stop for Security News Follow @Threatpost
on Twitter
View source version on businesswire.com: http://www.businesswire.com/news/home/20161019006123/en/
[ Back To TMCnet.com's Homepage ]
|