Session Code: BRE2784

Presenter(s): Brenton Jones

Company(s): Keurig Dr Pepper

Abstract: Continuous Improvement Team established to ensure the ongoing success of KDPs' Digital Transformation Primary objectives: •Continued enterprise wide productivity improvement Scope of Team: 1. Analytics to ensure proper staffing & meeting SLA’s 2. Ensuring enhancements are being utilized to increase productivity and improve the employee experience 3. Maintaining KB to provides accurate & appropriate responses. 4. Quickly automating new case types 5. Updating HR Announcements & adding Quick links 6. Managing Service Recovery