Product & Engineering Assignment: Escalation mitigator

Description

Escalations are necessary, but expensive.

• Expensive because of the negative impact on Experience of Lessonly’s Customer Service teams
  • Anytime a customer-facing rep cannot answer a question, resolve a problem, or make a change that enhances the value of our offering to the customer in question, it reduces the overall experience.
• Expensive because escalations are unplanned work for those that could be otherwise improving the system
  • Every moment that is spent NOT making improvements to the system by someone with the skill, access, and knowledge to make enhancements is less than ideal.

Key Result(s) / Outcomes

• Observability
  • Stakeholders strongly agree or agree when asked “I know what the escalation trends are, and understand what we are doing to reduce them (so that we don’t have the same ones that are bugging us today be the same ones we are bugged by 6 months from now)”.
• Outcomes
  • If the above is true, then we can/will have a quarter-over-quarter reduction in known escalations (as defined by any escalation type that occurs more than once per month for at least 3 contiguous months and/or takes more than a day of any tier-2+ person).
    • There will always be new escalation-needs being added, such is the physics of creating software. The purpose of this goal is that the known escalation-needs are consistently being eliminated.
  • Customer-facing team members strongly agree or agree when asked “I am continuously given ever-improving tools, knowledge, or skills from the Empower Squad and/or the other product squads that help me serve customers directly without needing to ask for help”.