Rockwell Automation: Using Innovation to Deliver Best-in-Class Global Support
Empowering contact center excellence for 30 years!

Rockwell Automation: Using Innovation to Deliver Best-in-Class Global Support

Date Aired: Mar 19, 2015

Time: 1 PM Eastern Time

Presenters: Joe Harkulich, Melinda Uhland, Erica Marois



Watch the webinar video below.

Find out how Rockwell Automation uses innovation to deliver best-in-class global support

Rockwell Automation’s mission is to improve the standard of living for everyone by making the world more productive and sustainable. The world’s largest company dedicated to industrial automation and information, it can only achieve this mission through a culture of innovation that encourages employees to continually improve product and service quality.

Rockwell Automation’s Global Technical Support Organization, for example, uses enterprise knowledge to deliver answers in seven different languages via channels like web self-service, social communities and chat. Its knowledge-centered support (KCS) practices and rapid innovation place Rockwell Automation among the leaders of modern customer service & support, as supported by Forbes’ recent survey of 400+ executives.

According to the survey, about 70% of high technology and manufacturing companies say they are effective in using knowledge management to provide relevant, accurate answers across any channel to both customers and agents. This percentage places these two industries among the lead group.

Rockwell Automation is a perfect example of a high technology AND manufacturing company that is leading the way. Join this webcast to learn:

  • How Rockwell Automation uses enterprise knowledge and KCS practices to provide high-quality support
  • Where Forbes identified customer support opportunities within high tech & manufacturing
  • What you can do to advance your modern customer service & support capabilities

Check out the full Modern Customer Service report from Forbes Insights by clicking here. Be sure to jot down some questions for the Q&A portion of the webcast 

Joe Harkulich

Joe Harkulich

Global Operations & Quality Manager , Rockwell Automation

Joe Harkulich is Global Operations & Quality Manager for Rockwell Automation in the Remote Support Services group. This group has evolved from a North American telephone-based technical support group to a global, multi-channel organization over the course of the nearly 20 years he has been with the organization. In this role, Joe is responsible for driving customer value by providing tools, which enable a consistent customer experience across all contact channels traversing the globe, as well as driving continuous process improvement based on direct customer feedback via event based and annual loyalty surveys.

Melinda Uhland

Melinda Uhland

Director of Product Management, Oracle

Melinda is a high-energy software professional with extensive call center and service management experience. Her primary background is in product management and go-to-market execution. Recently, Melinda has been leading development efforts on the acquisition and integration of TOA Technologies into the Oracle Service Cloud organization.

Erica Strother headshot

Erica Marois

Community Specialist, ICMI

Erica Marois is the Content Manager at ICMI. She manages ICMI’s robust network of community contributors, hosts ICMI’s weekly tweet chats (#ICMIchat), manages the Global Contact Center Awards program and produces content initiatives like the Contact Center Insider weekly newsletter. Follow Erica on Twitter (@EricaMarois) and join her each Tuesday at 1pm ET for #ICMIchat.

ICMI/UBM Privacy Statement

Topics: Customer Experience, Multichannel Contact Center


Do you currently offer 4 by 10-hour shifts?

Yes, and employees who work this schedule get 3 consecutive days off
Yes, but employees working this schedule aren't guaranteed 3 consecutive days off
Yes, but we give employees working this schedule days off that match customer demand/volume
Yes, but we are experiencing productivity and quality concerns due to fatigue
No, we don’t offer this schedule option
More Polls