Voices of CRM

Jun 8 2010   1:31PM GMT

CommVault’s Robert Brower on distributed support

Barney Beal Barney Beal Profile: Barney Beal


CommVault, a New Jersey-based customer data management firm, recently conducted a benchmark survey of its contact center support services and achieved a 97% customer satisfaction rating, far above the rates similar sized organizations score, according to the Help Desk Institute benchmarks..

Robert Brower, CommVault’s vice president of global customer support and services, discussed his company’s approach to technical support via contact centers distributed across the world and how it measures its customer service.

In this 16-minute podcast, Brower describes:

  • What method CommVault uses to measure customer satisfaction and what metrics it tracks
  • How customer satisfaction plays into the company’s growth plans
  • The software used in CommVault’s support and service infrastructure
  • How CommVault runs a distributed support environment that has taken closure and response times and cut them by 300% in some geographies.

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