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Jak se samo-organizujeme v Brand Embassy Karel Smutný, 1.4.2017
Jak se samo-organizujemev Brand EmbassyKarel Smutný, 1.4.2017
http://scrumbeer.cz
Karel Smutnýwww.ksmutny.com
Solution: Our software platform helps companies acquire and retain customers through digital customer service at scale
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Fast integration and immediate resultsImplementation in days, results in weeks and scaling in months. Minimal input from IT department.
Enable service-to-sales opportunitiesIncrease revenue by identifying and closing sales opportunities from within our platform
Built for Enterprises and high-growth companiesProcess high volumes and utilize built-in, in-depth reporting and analysis
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1Step 1: Connect digital channelsUnify all your digital channels into one platform to capture customers wherever they choose to interactCustomer requests and conversations from social media, live chat, email, forums, blogs, mobile apps and contact forms are unified in one platform, making it easy for agents to respond to high volumes of customer interactions
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2Step 2: Route & prioritize to the best agentIncrease first contact resolution and utilize the full potential of your agents with automatic ticket prioritization and intelligent routingTickets are routed to your team of agents based on skill-set, relationships and availability to make the best possible customer/agent match
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Client sends request
Request gets ticketed in Brand Embassy
Intelligent routing automatically picks the best agent to help the
customer
Agent checks customer profile
Customer receives fast, personalized service
Language
Source of origin Post
influence
Relationshiprouting
Topic
3Step 3: Make genuine human connectionMake genuine human connections and increase customer satisfaction with our integrated, Built-in CRM profilesCustomer profiles based on social media data and customer activities are automatically created and linked to the ticket in order to build empathy.
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Internal notes
Sentiment Influencer status
Profile picture
Contact history
Custom fields
Custom integration available with:
and other
4Step 4: Analyze to optimizeUnderstand and optimize your team’s performance with advanced Analytics & ReportingImprove team performance, plan workflows, analyze how, when, where and why customers talk about you and your competitors online. Include KPIs such as FRT, ST, CSAT/NPS and other.
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Multiple graphTypes
Drag & DropDashboard
Evolution of interactions
KPIView
Smartfiltering
Top-levelManagementReports
Custom point of view:
Let’s Scrum
Porcovač Šrotovač Štosovač
Self-Management je organizační model, ve kterém jsou tradiční funkce managementu – plánování, koordinace, kontrola, personální zajištění a řízení – postoupeny všem účastníkům organizace, namísto několika vybraným.
Zdroj: http://www.self-managementinstitute.org/
Každý člen organizace je osobně zodpovědný za•Utváření svých vlastních osobních vztahů•Plánování své práce•Koordinace s ostatními členy• Získání nezbytných zdrojů k dosažení svých cílů•Podnikání korektivních kroků s ohledem na ostatní
členy, je-li potřeba
Zdroj: http://www.self-managementinstitute.org/
Proč Self-Management?• Lidé jsou obecně šťastnější, když rozhodují o své práci.• Je lepší dát rozhodovací pravomoc tam, kde je vlastní
práce vykonávána.• Lidé obvykle rostou, dáte-li jim zodpovědnost.• Tradiční hierarchický model organizace neškáluje.
Zdroj: http://www.self-managementinstitute.org/
Formování týmů
CTO/COO
Product Owner Team A Team B Team C Scrum
Master
We are organized in teams
Teams are responsible for and collaborate in creating a world class product, with our customers and their customers in our hearts, and top quality in our minds.
A team has 3 to 9 members. There are no roles, ranks and titles in our teams. We are all on the same boat.
Teams are self-managed
We trust our teams know the best how to organize and manage their own work to achieve our goal.
Teams decide, among others, about their education and vacations and resolve their conflicts.
Teams are cross-functional
Each team commands all skills necessary to design, develop, quality-assure, deliver and operate a working product.
Teams are self-forming
We believe our teams are strong if their members decide who they want to and do not want to work with.• A team decides if and how it accepts a new member.• A team decides if and how it expels a member others do not want to work
with.• Procedures of accepting and expelling team members are completely up to
the teams.
We are not keen to work with people unable to be part of a team.
Release management
Architektura
2nd levelcustomer support
Onoseto Samoseto
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Hiring
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