sdc case study: nbc universal, toby leaver
Post on 15-Feb-2017
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PowerPoint Presentation
NBC Universal International Service Desk SDI Case Study 3rd November 2016
Introduction MeNBCUInternational Service DeskInitial Assessment Audit Surveillance Audit What Next? Questions
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Who Am I?A (little) bit about me.3Toby Leaver IT Service Delivery Manager
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Owned by Comcast Who Are NBC Universal?
We are not DomesticTruly International 6
How we work and what we doSome Facts & Figures 8am - 7pm Monday to Friday 8 members of staff + Lead Failover to Domestic (US) Contact Centre Phones, Email, ticketing & Live Chat (Bomgar) Service Now >60% First Contact Resolution/Fulfilment
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