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Operational Innovations

With: Jeremy Largman, Knowledge Management Program Manager at Atlassian

Open, entitle, escalate, solve, confirm, and close cases. Predict, staff, measure, and tune the workforce. We all know how to do support, right?

Maybe not. There's a revolution happening in support operations, as innovators like Atlassian are gaining efficiency, better helping their customers, and having more fun in the process. They're doing this by questioning the conventional wisdom, taking advantage of insights from the social world, and rethinking their support operations from the customer in.

Join us for an informative conversation with Jeremy Largman of Atlassian as he describes how they

• Use wallboards and dashboards to rethink ticket routing
• Forecast and tune staffing for regular operations as well as unexpected spikes and new releases
• Treat knowledge as a product to manage it according to its business value
• Measure and improve
• Build a culture of openness and transparency to encourage further innovation

Jeremy Largman is the self-proclaimed Knowledge Guru at Atlassian. Having grown up through the ranks in the support team, he championed their efforts around knowledge base article creation, and invented a robot named Hercules which detects solutions automagically. He now runs the knowledge management initiative within Atlassian, along with their community site, answers.atlassian.com. 

Jeremy lives in Oakland with his wife and cat.

As always, Jeremy's talk will be highly interactive and PowerPoint free. Please contribute your questions, thoughts, and experiences to the conversation.

Join Us for Lunch Based on your feedback and the experience from the March meeting, we are once again scheduling the Third Tuesday Forum for a lunchtime slot.

Register for the 5/15 lunch

The Third Tuesday Forum offers regular roundtables for support executives in the San Francisco area to discuss the topics we embrace and wrestle with every day.  Join us for PowerPoint-free, sales pitch-free discussions on everything from services marketing to escalation management to knowledge management strategies.

Attendance is limited to ensure lively conversations. There is no membership fee: just register for the meeting and contribute $40 to fund the breakfast and room fees.