trust & transparency in an age of uncertainty€¦ · identify & celebrate great outliers...
TRANSCRIPT
Microsoft Confidential. For Internal Use only
Engineer & Advocate Engagement
Microsoft Support
Andrew McGuigan
Trust & Transparency in an age of Uncertainty & Disruption
Make it easy for every support engineer & advocate to deliver
against Microsoft’s mission
12th November 2019
Microsoft Confidential. For Internal Use only
Agenda
• Vive La Revolution (creating our own disruption)
• Trust and earning it• Finding Heroes as well as Villains• Customer @ the heart of Quality
• Conclusions
Make it easy for every support engineer & advocate to deliver against Microsoft’s mission.
Our Vision
We do this by:
✓ Using industry quality and statistical methods for measuring and achieving best in class delivery
✓ Driving simplicity & clarity into delivery processes, rules and tools
✓ Applying insights & preventative programs that safeguard customers, assets and trust
Microsoft Confidential. For Internal Use only
BHAG Ambitions (Vive La Revolution)
PREDICT COMPLAINTS BLOCK ADVOCATES ABUSENEW APPROACH TARGET ZERO CSS POLICIES KNOWLEDGE TOOLS MEASURE
ENGAGEMENT ATTACKERS TO TOP DEFENDERS AUTOMATING SPEEDING TICKETS to IDENTIFY & CELEBRATE GREAT OUTLIERS PAIN FREECHANGE CUSTOMERS HEART QUALITY
<SJDfh
Starting with Colleagues:
Internal Trust – creating a safe place to experiment and to test. Empowering people to make customer centric choices.
You’re Crazy Good.We are going to celebrate the High Octane, High Impact, Transformative activity you deliver. These come as a result of passion, ingenuity, hard work and perseverance – all the things we are so grateful you bring to work with you each day.
What If…?We are going to celebrate the invention (& sometimes re-invention) that takes place within the team. The curiosity that drives learning and growth. The ideas and approaches whose time may not be now – but we only ever know if we try, right? So this one’s for the inquisitive leap of faithers, course correctors and mad scientists out there. I think there are amazing stories waiting to be told…
Microsoft Confidential. For Internal Use only
Trust & Earning It
Awards & Award images from https://www.live-inspired.com
Finding Villains:
Impact of Hardware Fraud Sensor
in the first 9 months-50%
Reduced Effort Protected Customers
2,803
Yellow: Attacker Accounts
White: Compromised Serial Numbers
2018 2018 2018 2018 2018 2019 2019 2019 2019 2019
Fraud Confirmed
Support Site
Normal Support
Site
Fraud
Sensor
Launched
Theft confirmed;
advocate
removed
Additional advocates
removed; site town
hall conducted
Mexico
Policy
Update
Protecting Customers and Generating Trust
• 77% of all orders shipped to
this city were fraudulent.
• Over 100 addresses were used
but the packages were signed
for by only 2 individuals.
• Highlighted an opportunity to
align Mexico accessory
replacement policy to the
global policy.
Before After
Geo-Risk Visualization Capabilities now surface this behavior
Day 1: March 12 -
Reported
Advocate noticed
suspicious behavior and
reported the interaction.
Days 2- 24 - Investigated
CSS Fraud Prevention
performed an extensive
investigation on the city of
ABCD, revealing that over
50% of the orders shipped
to this city were fraudulent.
Day 11 - Actioned
Xbox & Online Safety
began taking action on
the fraudulent accounts.
May 2019 – Customer
Protection
We’re implementing our
learnings from this case to
systematically protect
innocent customers from
serial number abuse.
Day 15 – Global Policy
Alignment
We received a commitment
and release date from our
CARE partners of when our
proposed policy changes
would go live for Mexico.
361SuspendedAccounts
674Stolen SerialNumbers
Exceptional Judgement & Notes
Fraud Prevention Champ
Fraud & Phishing Champion
Incident Reporting Expert
Difficult MessageProfessional
Customer @ the HEART of Quality
Microsoft Principles
CSDQ ImpactBetter experiences delivered more efficiently
Agent Errors
Chat AHTPhone AHT
Help Resolve
23% reduction in advocate errors 19% improvement in Help Resolve
Improved
Efficiency
Improved
Efficiency
CSDQ Impact Better for Customers
Empowering Advocates to Deliver Better Customer Experiences
Customer Satisfaction First Contact Resolution17% increase in Customer Satisfaction scores 26% improvement in First Contact Resolution
CSDQ collaboration across 22 sites, with 6 different DPs, in 30 languages
Microsoft Confidential. For Internal Use only
Trust & Transparency = Opportunity
Some things don’t change with time, whilst others drive revolution –regardless of the industry you work in.
Technology and access to data are evolving with staggering pace, access to the cloud and the ability to crunch vast amounts of data – creating order from chaos – are transformative.
Customer and colleague trust are critical, remain constant and must be closely protected:
• Finding and removing attackers keeps everyone safe & reduces effort/ stress
• Focusing on the customer keeps you evolving in ways that delight and don’t frustrate
• Reduced effort and stress with increased delight feels like a great recipe for success to me ☺
Thank you!
Dankie Faleminderit Shukran Chnorakaloutioun
Děkuji Tak Dank u Tänan
Hvala Blagodaria
Kiitos Merci Danke Ευχαριστώ
Mahalo . תודה Dhanyavād Köszönöm Takk Terima kasih Grazie
감사합니다 Paldies Choukrane Ačiū
Баярлалаа Dziękuję Obrigado
Благодарам
Mulţumesc Спасибо
Xвала Ďakujem Tack Nandri Kop khun Teşekkür ederim Дякую
Grazzi
A dank
Ngiyabonga
ありがとうございました
谢谢
Gracias