What tasks did the Shared Services (GCSC) first start performing in their inception?
100
Allows onsite teams to provide Client Service Delivery
What is the benefit of "on demand" (onsite) support provided by the GCSC?
100
A web-based technology that interacts directly with your Agile-1 / Client shared inbox.
What is the Help Desk tool?
200
Ongoing operational, tactical support
“Req-to-Check” activity
Systems admin task
Special Client project (e.g., audits, reporting, etc
How do you begin to identify the need to use the GCSC?
200
Arnita Smith
Who is the Manager of GCSC?
- or -
Who is Michele Soter's right hand woman, second pair of hands, feet and other brain?
200
"On Demand" resource support
What is one of the new services offered by the GCSC?
200
Enhanced understanding of entire Client-specific process (vs. project-based).
What is the benefit of the GCSC working on the entire req-[to-check process, as opposed to project-based work?
200
An instaneous, formal feedback method of obtaining information on how the GCSC performed.
What is the Customer Satisfaction Survey?
300
Complete “Request for Services” on SharePoint
What do you do once you identify the need to use the GCSC?
300
Systems Admins
What does the GCSC have more of in their dept than the entire Client Services onsite management teams?
300
Conduct an intake call to develop an understanding of the need(s).
What service does the GCSC do once a Request for Services is placed by a Client Services team member?
300
Specialized skills may be shared among entire CS team
What is the benefit of GCSC focused resources (for recruiting and allocation purposes - specialized skills, etc.)?
300
A group of individuals who will focus exclusively on the "back end" of your Clients' system.
What is the systems admin team?
400
Eliminate the need for account-dedicated teams to conduct operational duties
What is one of GCSC's misssions?
400
Mike Hauschild - NBCU CSM
Who was the first person to acknowledge he and his team could use more Client-facing time?
400
Special Client projects, such as audits, ad-hoc reports (requiring advanced Excel skills, etc.)
What is a [new] service the GCSC is now offering the Client Services team?
400
Ability to more efficiently manage resources, P&L
What is the benefit of increased visibility into all hours worked by your assigned GCSC resource?
400
A specialized, diverse group of individuals in GCSC that understand and can assist with multiple VMS technologies.
What is the GCSC 3rd party technology support team?
500
To provide flexible, responsive and cost-effective support to our Customers while delivering best-in-class service.
What is GCSC's mission?
500
The Client Services Teams who utilize the GCSC.
Who has visibility into all hours worked by the folks working on their accounts?
- or -
Who should be utilizing the GCSC for their operational duties so they can perform more Client-facing activities?
500
Quality check points from GCSC leadership.
What does the GCSC doe to ensure continuous improvement and customer satisfaction?
500
Improved communication, visibility into account ops and strategic initiatives and aligning with those goals and objectives.
What is the benefit of GCSC merging with Client Services?
500
Where you can access folks with advanced Excel, PowerPoint, Visio, or other unique skills that your team may only occasionally need.