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Wednesday, August 10 • 10:00am - 10:30am
Taming the customer support queue: Karen Greaves

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In Aug 2010 we reduced the size of our development team. We needed to handle customer support issues and new development with the 3 remaining teams. We had over 600 open defects and the list was growing daily. On top of that our first clients were going live. Clearly some radical change was needed. We implemented Kanban. The result? In Dec 2010 we had no open severity 1 issues. Our queue was down to 54 issues. SLAs are met in most cases, and our resolution rate exceeds our incoming rate. I’d like to share our story, and inspire you to tame your support queue too!

avatar for Karen Greaves

Karen Greaves

Director, Growing Agile
As a trainer, coach and mentor I love sharing experience, ideas, failures and experiments with agile. I love meeting new people so come introduce yourself. Check out www.growingagile.co.za to see what I look like, or just listen for the loudest person in the room :) This will be my third time at Agile, despite the very long flight from Cape Town South Africa.

Wednesday August 10, 2011 10:00am - 10:30am
LA: Wyoming Room