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Freshdesk Quality Leaders’ Meeting – Help us set the standard!

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Engineering Faculty

2.10 Engineering Front Building

UCL

United Kingdom

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We use Freshdesk across the whole of The Faculty of Engineering to manage email enquiries sent to shared inboxes. It’s been in place for three years and we’ve got some interesting results and feedback about where great service is being given. We want to harness the expertise across the agents who are doing good work, highlight examples of success and share good practise. We want to make better use of the platform, and also harness the experience and expertise of the people who use it most and best.

In this meeting we want to:

  • Show our top Freshdesk agents how successful they’ve been in engaging with enquiries
  • Ask them to help us answer some key questions, such as
    • What is good service?
    • How can we improve the service we give?
    • What would a service standard look like?
    • Who should monitor it, how and when?
    • How can we reward really great service?
    • Demonstrate some of the capabilities of Freshdesk that we’re not yet using
    • Showcase Customer Thermometer – a feedback system that we’re introducing across UCL
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Date and Time

Location

Engineering Faculty

2.10 Engineering Front Building

UCL

United Kingdom

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