How Robert dramatically improved Customer Service at SAWS
through Managing with Metrics.
By: Brian W. Morton | April 20, 2017
In 2016 Robert Vasquez, MBA took on a leadership role responsible for improving customer service within SAWS, a 100+ year public utility company serving 1.6 million people in the San Antonio metro, he found a 50 seat contact center struggling to respond to customer call volumes.
With one in five customers abandoning their calls Robert leveraged his Work Force Management skills and analyzed every aspect of the customer journey and how they were servicing their customers. His highly strategic recommendations incorporated a fundamental rethinking the role of the SAWS contact center, how the team’s skillsets were managed and most importantly how agents and supervisors are trained to solve customer problems.
Robert’s Action Plan
The Business of LeadershipTM
Intended Audience: Supervisors, Team Leaders, New Managers, and employees preparing for a promotion or a new career with your company.
Course Overview: This powerful development program provides a practical and reliable means to advance individual contributors to supervisory and management positions or to get new management up to speed.
PTMA Lending Library
We are excited to announce an opportunity for member organizations to borrow the generational DVD set introduced in 2014.
Jason Dorsey : Fast Start to Managing Generations
Members may borrow the DVDs for a one month period.
Please click on the link below to be added to the reservation list. Requests will be fulfilled in the order received.