Here at AGT, we believe our secret to success lies in the development and maintenance of our customer service and client relations—that’s where our diligent Client Care team comes in. With a 24×5 Help Desk and dedicated Client Care team, AGT delivers around-the-clock service to monitor, troubleshoot, maintain and manage the collaborative environments of our customers and partners. We wanted to put this week’s blog spotlight on our Client Care team to highlight their continued hard work and leadership, so here is a quick Q&A with Darryl Bailey, AGT’s Director of Client Care.
Q: What are some of the tasks the Client Care team performs regularly?
A: The Client Care desk is a very unique team. We are required to know a little bit about A/V, video, networks, AGT products and services, as well as all the different vendor equipment, i.e. Cisco, Polycom, LifeSize, and Sony, just to name a few. This includes knowledge of their MCU bridges, video codecs and all infrastructure hardware. Tasks performed by the Client Care team on a daily basis include:
- Recognizing, proactively troubleshooting and diagnosing problems with desktop, mobile video clients, H.323 and H.320 video networks.
- Working with A/V and video vendors to provide TIER 1 through TIER 3 maintenance support on various equipment.
- Training and assisting customers with all troubleshooting problems with AGT products and services.
The team also interacts daily with a variety of customers who report technical issues that our team is depended on to resolve in a timely manner. We track and prioritize a large number of trouble tickets with numerous customers. As an example, we manage the video infrastructure for Steelcase, as well as the A/V certifications of their external participants for all High Touch Conferences.
Q: Tell us more about how your team maintains and manages collaborative environments for AGT clients and partners.
A: We can basically conduct the majority of our support over the phone to assist all of our customers, no matter if there is an A/V, video, or equipment issue with our daily customers or if it is an issue with one of AGT’s products from an end user or partner. Our expertise allows us to address and resolve these issues with minimum downtime. If there is an issue with any AGT solution that needs to be escalated, we work hand in hand with the Research and Development team. They are always available at a moment’s notice to assist us as needed. We also have the means to send a technician onsite to solve more major issues.
Q: In your opinion, why has the Client Care team been a continuing factor in AGT’s success over the years?
A: First of all, I believe it starts with the AGT personnel. We have always hired the right group of people that fit AGT’s mold. Next, AGT provides Cloud Services, Managed Services and Audio Visual Integration. It is uncommon for a competitor to provide all of these at such a high level. Our team is highly skilled and very well-rounded. We have a 24×5 Help Desk and Client Care team comprised of a very knowledgeable and well-trained staff that receives praise and accolades from our customers and partners based on their professionalism. We continue to grow and expand our level of expertise in the telecommunications field. In a nutshell, AGT really does it all!
Q: What awards has the Client Care team won?
A: Our Client Care team has won numerous awards over the years. For example, AGT is a strong Polycom channel partner. We achieved 100% top 3 box satisfaction for overall customer satisfaction. AGT also received an excellent rating in all categories for the GVNS Customer Annual Review.
Q: What certifications does the team have?
A: The Client Care team has a number of certifications and we are constantly expanding our certifications. Some of them include:
- Certified Videoconferencing Engineers (CVE)
- Brocade Certified Network Engineer
- TSOT Cisco Telepresence Support and Operations Training
- Polycom Real Presence Platform Certification
- Polycom Installed Voice Sales Certification
- Polycom Sound Station IP Certification
- Polycom Video Endpoints Certification
- Polycom Microsoft Optimized CX Devices
- Polycom Introduction to Polycom PLCMOS101 Certification
- Polycom Real Presence Platform Sales Track RPPOS100 Certification
- Polycom Introduction to Voice and Video
- Technologies RPPAVOS102 Certification
And that’s just a quick gathering!
Q: Can you share a couple of support best practices?
A: The goal of Client Care is to be the focal point of contact between users and our organization. Continuous training in technical skills is always necessary to ensure that we are able to fulfill the customer service needs and to competently resolve technical questions. We always stay motivated and appreciate each co-workers’ work ethic. Customer satisfaction is the key to our success.
Q: How does the team stay on top of industry trends and changes in order to deliver superior customer service and solutions that align with modern times?
A: We stay current with online training and often visit vendor websites for any updated technology. AGT as a company is always staying on top or ahead of trends by constantly listening to our customers and monitoring the market on a regular basis.
Q: What is your favorite part about working at AGT?
A: Every day is a different challenge; it is something new and interesting from day-to-day operations. It is great to work with people that care about their company and take pride in ensuring the customers’ needs are met, all while doing an outstanding job. I enjoy working with a strong, close-knit group of people who all genuinely like and respect each other. We have a very worker-friendly environment.
Q: What do you enjoy doing in your spare time?
A: I enjoy working out at the gym, going to football (tailgating), basketball and baseball games. I also enjoy going to jazz concerts and jazz clubs.