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Duration 30:41
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Building Operational Resiliency in Customer Service While Maintaining an Incredible Experiences

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Adriana Vazquez
Head of CX, Core Operations at Logitech
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About the talk

Due to COVID-19, customer success looks a lot different. For Logitech, the first step to achieving that success was moving all their customer service agents to a remote working environment and eliminating language as a barrier. Gain first-hand knowledge of how Logitech:

  • Tackled these challenges while maintaining incredible customer experience
  • Responded to the COVID-19 crisis by being one of the first major enterprises to switch their CS staff to working from home
  • Mitigated huge backlogs across different countries and languages
  • Ultimately had their operational metrics back on track in less than 3 months, despite a spike across all their products

Determine how you can build operational resiliency in challenging conditions while maintaining incredible Experiences

00:00 Intro

00:58 Adriana Vazquez

02:08 Logitech team

03:48 CX Team

04:55 Background

06:14 CX Team organization

08:50 Covid challenges

10:30 Unpredictable volume

11:50 Customer demands

14:50 A shift in channels

16:40 Scaling support

17:40 Lessons and results

24:30 Next steps

26:50 Lessons learned

28:15 Q&A

About speaker

Adriana Vazquez
Head of CX, Core Operations at Logitech

Proactive and result-focused professional with more than 13 years of experience in various global business environments including Operations Management, Customer Service as well as Technical Service and Sales with experience handling over 600 people under my hierarchy. Possess expertise on network and system administration. I currently focus on the operational performance and efficiently as well as midrage strategic initiatives that serve as the platforms to achieve existing goals across Service Desk for all the accounts I manage within Dell Inc. Confidently direct highly complex technical projects, from analysis, documentation, training, quality reviews though execution and enhancement. My current role has given me the opportunity maximizes revenue and client satisfaction by demonstrating superior problem-solving and communications abilities.

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Hi, welcome back from the break. I hope you had a chance to meet some exciting people to connect with anyone. You wanted to at this conference, in a meeting room or by direct messaging. Don't forget that interacting with the platform, get your points, those points. If you look at the top right-hand side of your screen, you can check the little Sophie icon and see where you are in the standings and what you'll be winning. Hopefully and our next guest Adriana Vasquez here, is a very interesting conversation for us to have, he's going to explore operational from the frontlines

of Logitech where she had to react to the pandemic, not only in terms of helping customers and issues. She also tackled multiple language barriers. So with that said, please help me in welcoming Adriana Vasquez if you wanna Thank you very much for the welcome introduction. I'm very pleased to be here. My name is Adriana Vasquez. As I was warmed, we introduced I work for Logitech. I'm the head of core operations, and I'm very pleased to be here and talk to you about some of the challenges that we

had to deal with during this covid situations of working or supporting the work from home, environment is its then a definitely a learning for all of us. So part of the agenda or things will be covering today. It's, I want to introduce you and to a customer experience team who we are or Vision purpose and value, as well as the challenges that we Face responding to the covid-19. And the demand of the new remote, Workforce the CX response strategy as well. It's it's

important. that we discuss a little bit more of that, the changes of Technology, the strategies that we use, because Fart for us at

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