Five years ago Sprint faced outside-agency ratings of dead last in the industry in customer service and was shedding over a million customers per quarter to their competitors. What happens when your product complexity exceeds the capability of your workforce to know and retain what they need to know to provide good customer support?

Now first in customer satisfaction, Sprint turned itself around by integrating performance support tools, knowledge bases, and workflows into the entire employee and product lifecycle and duplicating tools for multiple task-level processes. Session participants will learn about leveraging common content across multiple channels, creating partnerships between business, IT, and a performer support team, the power of automating the creation of performer support tools, and solving the problem of selling and serving a product so complex it's impossible to learn everything an agent needs to know.

Handouts