Topic Name: Customer Contact Center
*This article is not being updated as it is not relevant for most Academy attendees. Information may be incorrect.*
Representative: Amy Barefoot and Mary Betts
Steering Committee Member: Todd Hoffman
Dates: 06/30/19
Section 1: Top Three to Five Takeaways
- The Customer Contact Center is responsible for all inbound communication for SAS worldwide. This team serves as the communication hub and is the first point of contact for many of our customers.
- Channels serviced by this team are phone (Americas), web, email, chat (Americas) and social media. This team works in a high-volume call environment, with teams in Cary HQ (servicing Americas), Dublin (servicing EMEA), Beijing and Manila (servicing AP).
- JMP has its own toll-free number that is answered by this group (877-594-6567). Based on the information the caller shares, they are routed to the appropriate department. Most often this is sales, technical support, or licensing operations. For sales, calls are routed to inside sales first based on the caller’s company and/or location.
- Our partnership with this team is very important because they reduce the inquiries our division receives by attempting to resolve issues before they are sent to JMP. Examples of inquiries from JMP customers that this team may resolve or route:
- “How do I pay my invoice?”
- “Can I include 'JMP' in my presentation; what are your copyright guidelines?”
- “I’m headed to a JMP seminar and I need to know where to park.”
- (Via Twitter) @ JMP_Software "What is a smith chart?"
- These employees are also responsible for ensuring a pleasurable customer experience.
Section 2: Important Topic Links/Learning Resources
Section 3: High-Level Process Steps
Section 4: Key Contacts
- Mary Betts, Director, Marketing
- Amy Barefoot, Sr. Manager, Marketing
- Jenny Cain, Customer Engagement Specialist (co-owns JMP playbook)
- Alex Lathey, Customer Engagement Specialist (co-owns JMP playbook)
- Shannon Carr, responsible for collaborating with global interaction centers
- Ashley Prince, responsible for info in JMP Playbook
