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Field Service Fall 2015 (past event)

September 30 - October 02, 2015

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Marian Favors

Director of Customer Services
Karl Storz Endoscopy-America Inc

Marian has led Karl Storz in obtaining J.D. Power certification for the call center two years in a row, 2013 and 2014. She engages the organization in purposefully and managed customer relationships, creates a persistent focus on the customer in the actions the company takes, and drives the organization to work together to create unified and unique experiences for the customers.

Check out the incredible speaker line-up to see who will be joining Marian.

Download The Latest Agenda

Internal Value Proposition, Workforce Development & Customer Retention

Monday, May 9th, 2016

10:20 Reducing Customer Effort Through Engagement

Karl Storz has been recognized by JD Power for their outstanding customer support team. As head of this department, Marian Favors is an expert at finding ways for customers to reduce the effort they expend as part of each transaction. Join Marian as she discusses:
• Structuring software offerings to better handle customer communications
• Measuring and analyzing the data from call center in conjunction with customer web portal and knowledge management system
• Transforming from call center to resolution center to increase not only customer satisfaction, but also the internal status of the technical support employees