HDI 2018 Schedule Builder

View, browse and filter the list of sessions by pass type, track,customer volume and experience level. With this Scheduler Builder, you can plan your schedule in advance and access it before and during the show via export or with the HDI 2018 conference app, once live. Using this tool is for your convenience and does not commit you to the selected sessions.

Session 802: The Calm After the Storm: Taking a Disciplined Approach to Growth and Change

Andrea Silas (VP, Technical Support , DreamHost)

Location: Room 315

Date: Friday, April 13

Time: 10:15am - 11:15am

Pass Type: Conference and Expo Package, Executive Connections - Get your pass now!

Track: Putting Metrics To Work

Experience Level: All

Organization Maturity: Mature/Business Focus, Evolving/Proactive

Vault Recording: TBD

Audience Level: All

Challenges to culture and efficiency are endemic to any growing support team. In this session, Andrea Silas will share the story of how one organization’s vertical management structure and metrics-focused approach to performance evaluation have changed throughout a period of explosive growth, requiring a disciplined approach to staffing, management, and the overall organization of a highly distributed support team.

You’ll learn which metrics and tools are the most important to track during periods of extreme change and which KPIs can lead you to success in fairer weather. You’ll also hear how a tailored onboarding process, on-demand training, and a focus on performance-based quality assurance can increase ROI and reduce both team turnover and customer churn. This case study of a support organization with a 4500:1 customer-to-agent ratio will take your breath away!