J.D. Power recognizes Brocade for providing “An Outstanding Customer Service Experience”
Brocade recently announced that it has received the prestigious J.D. Power Certified Technology Service and Support (CTSS) Program award. The J.D. Power CTSS Program enables enterprise customers to gain confidence in customer service operations before they make purchasing decisions, and Brocade scored highly in every area in achieving this certification.Read more...
As a follow-up to a previous blog, ExitCertified, Brocade’s Authorized Training Partner (ATP) for North America delivered their first Brocade University course, CFA 200 - Brocade Certified Fabric Administrator. This instructor led classroom course was taught in ExitCertified’s locations in King of Prussia, PA, Edison, NJ and online using ExitCertified’s innovative iMVP virtual classroom.
This is only the beginning of what we expect to be a long and successful partnership between ExitCertified and Brocade in delivering high quality, classroom instruction on Brocade products and technology. For a complete schedule of Brocade’s course offerings, including instructor led classroom and web based training, please visit the Education tab on Brocade.com and choose Course Schedule.
Congratulations to ExitCertified!
Brocade will once again be well represented at the Technology Services Industry Association (TSIA) Technology Services Worldevent, happening October 21-23, 2013 in Las Vegas. TSIA’s fall event focuses on Services Transformations, the three sessions that Brocade will be presenting at are:
Increasing Customer Satisfaction and Improving Profitability through Streamlined RMA Processes
Presenter: Lisa Ludgate Sr. Director, Service Operations
Date: Tuesday - 10/22/2013 Time: 02:00 PM to 03:00 PM PT
Track: Services Delivery Transformation
Discipline: FS | SS
Location: Pinyon 2
Partner Delivered Support Ecosystem
Presenter: Rob Buergisser, Sr. Director, Global Services Business Operations
Date: Wedensday - 10/23/2013 Time: 10:15 AM to 11:15 AM PT
Track: Sales Transformation
Discipline: SRG | SS
Location: Pinyon 1
Transform and Control the Customer Experience
Panel Presenter: Jim Robbins, Director, Continuous Improvement & Operations
Date: 10/21/2013 Time: 04:15 PM to 05:15 PM
Track: TSIA Power Hour
Discipline: FS | PS | SS
Location: Bristlecone 8
Looking forward to sharing and learning with our industry peers at TSW in Las Vegas.Read more...
Brocade is pleased to announce that, effective November 1, 2013, we have appointed ExitCertified as our first authorized training partner for the delivery of certified Brocade training throughout North America.
ExitCertified’s staff of Brocade certified instructors will deliver instructor led training programs in private, public and virtual environments, allowing clients to master Brocade technology. SAN, IP and Ethernet Fabric products and technologies are just a few of the topics ExitCertified will deliver using Brocade’s certified curriculum.
Brocade chose ExitCertified based on their reputation for quality, professionalism and technological expertise and we are excited to be able to offer more training, in more places and in multiple languages as a result of this partnership.Read more...
Brocade is pleased to announce that, effective November 1, 2013, we have appointed ExitCertified as our first authorized training partner forRead more...
Brocade Global Services provides a variety of world class support, services and education options to our customers, but the support provided by our Technical Assistance Centers (TACs) and Field Delivery teams is at the heart of what we do. RRead more...
Brocade Global Services provides a variety of world class support, services and education options to our customers, but the support provided by our Technical Assistance Centers (TACs) and Field Delivery teams is at the heart of what we do. Recently, one of our largest and most demanding customers in Europe told their Brocade sales rep that they had noticed an improvement in our TAC and asked a reasonable question: “Why?”.
On the surface that may sound like an unusual question to ask but what the customer was really trying to understand was if the improvement they were seeing was sustainable. We are confident that the answer to that question is “Yes, absolutely” and here is why:
We are proud to announce that Brocade’s TACs in Broomfield and Plymouth achieved designation as Level II, Certified Support Staff Excellence Centers in July 2013, less than a year after we started the process. In order to achieve Level II designation, 90% of our front-line support staff and their managers had to successfully complete the Certified Support Professional (CSP) course of instruction and certification. In addition, our support teams had to show substantive improvement in two pre-determined metrics: Customer Satisfaction and % of cases resolved in our Level 2 TAC.
Over the past year, Global Services has partnered with the Technology Services Industry Association (TSIA) to achieve this designation as a Certified Support Staff Excellence Center. TSIA is an industry association that GS leverages to help us improve the strategic, operational and financial performance of our business. The Support Staff Excellence (SSE) program is a series of training programs for technical support and field service staff, as well as supervisors and managers, designed to drive service delivery efficiency improvements, reduce service staff attrition, and improve customer satisfaction scores.
Brocade’s TAC locations in India, China, UK, The Netherlands and San Jose, California, as well as our Premier Support Team, are currently pursuing the same level of certification, which we expect to achieve before the end of Brocade’s Q4.
Providing technical support in the fast paced, ever changing world of IT is an ongoing challenge of course, so rest assured that we do not intend to rest on our laurels. We do believe, however, that the consistent application of the lessons we’ve learned from TSIA’s Support Staff Excellence program will allow us to continue to impress even our most demanding (and skeptical ) customers.