Starting A Contact Center From The Ground Up with Corey Savory from Traeger Grills

Corey's story is one of stepping into challenges and transforming them into opportunities for innovation and growth. As Corey started her role at Traeger, she found herself in an environment ripe for technological revitalization. Tasked with overhauling a neglected Salesforce instance and grappling with unfamiliar tools provided by a business process outsourcing (BPO) partner, Corey's expertise quickly transcended unfamiliarity. The daunting task of modernizing a contact center from the ground up became an exhilarating journey. Corey's ingenuity and determination became the cornerstone of an evolutionary leap in Traeger's technological ecosystem.

**Introduction to the Episode**
- Introducing Corey Savory from Traeger Grills
- Overview of the episode focus: Building a contact center from the ground up
**Challenges in Customer Support at Traeger**
- Existing issues with long wait times and handle time
- Impact on sales partners
- Corey's commitment to improvement
**Strategies for Transparency and Perseverance**
- Importance of communication within the company
- Weekly leadership meetings to discuss progress
**Lessons Learned and Challenges Overcome**
- Reflection on the necessity of the journey for success
- Building a contact center with limited initial resources
**Future Support Strategies and AI Implementation**
- Using generative AI tools to support agents
- Potential benefits of AI in enhancing customer service without replacing human agents
**Efficient and Accurate Customer Interactions**
- No use of chatbots for direct support on Traeger.com
- Bot used only to ascertain the reason for contact before connecting to a human agent
- Focus on high-quality agent and customer interactions
**Ensuring Effective Troubleshooting and Part Replacement**
- Importance of precision in solving customer issues
- Aiming to address problems with the grills effectively on the first attempt
**Closing Remarks**
- Whitnee thanks Corey for sharing insights
- Sign-off from the podcast episode
**Corey Savory's Background and Achievements**
- Corey's role at Traeger and experience from DirecTV
- Enhancements in CSAT and FCR at Traeger under her leadership
**Initial Steps in Rebuilding the Contact Center**
- Implementing basic metrics through Amazon Connect
- The quick implementation of Amazon Connect leading to insights on performance
**Focus on Performance Metrics and Technical Support**
- Prioritizing customer satisfaction, resolution rates, and FCR in a technical support context
**Warranty Process Considerations**
- Role of warranty process in customer satisfaction
- Utilizing Amazon Connect to refine the warranty experience
- Data analysis to streamline warranty costs while maintaining satisfaction
**Data-Driven Improvements**
- Use of data and heat maps to identify improvement opportunities
- Collaborations with product teams to improve part reliability
**Training and Knowledge Base Development**


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Listen to the full episode now and enhance your CX and CS strategies!

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