1. Agora Customer Service CS Overview, Roles, Responsibilities Geoff Strawbridge, Tim Sedlock September 2003

2. CS Organization

3. CS Roles Product Support for Agora’s subscription services (email, phone) Billing, Tech (some) Support Community Moderation for Message Boards (except MOHP) Contact Center Hours of Operation: Mon – Fri 9am – 8 pm Eastern Time Product feedback to Tony, Mark, Ken, etc Routine Partner communications

4. CS Volumes

5. CS Volumes cont’d Legitimate customer inquiries Spam, Virus/Worm has Inflated the volume in this queue

6. CS Volumes - phone Inbound call volumes (1700-2000/wk) SBDO largest volume (60% of total)

7. Team update Key Issues: –strong customer demand (i.e., volumes outpace human capacity) –Service levels (24-48 hrs) –Cancellations stabilized –Scalable systems (egain, T1, new phone)