1. The Heartbeat of the Call Center
Making the Plan
Minimize transfer, wrap and
hold
Goals:
Min/FTE (6113 Budgeted)
AHT (408 AS, 662 TS)
Improve Customer
Experience
Meet Service Level targets
Minimize abandon rates
Goals: SL 80%
Abandon <5%
Drive Performance
Excellence
Reduce Call In Rate
Goal: in queue transfers <1%
Building for the
Future
Vendor Marketplace
Focus on eNPS
Focus on Success We are linked together in this department.
Dependent on each other’s success to build our
own. Each section has its own area of
responsibility, giving the department a big picture
view of how to exceed Sam the customer’s needs.
Focus on Success goals show how integral our team
is to Cox’ success. Our cohesiveness directly impacts
the success of the enterprise to meet our customers
needs. There is a direct correlation between our
input and eNPS as well as NPS.
Ultimately our success hinges on others. Care Operations, our
Care partners, and our Leadership team; together we are a chain
bound together, creating the best atmosphere possible.
The privilege to serve our customers comes with responsibility.
This responsibility mandates the chain remains unbroken.
“The weakest link in the chain is
also the strongest. It can break
the chain.”
- Stanislaw Jerzy Lec
July 2015 Call Center Operations
Call Center Operations
Mission Control
(EMC and LMC)
Forecasting
External customers depend on us to provide strong
service levels and low abandon rates. Forecasting allows
us to look ahead and make sure we are making the right
choices with vendors and bringing light to the impact of
high AHT and low headcounts. With Forecasting, we
are preparing for the future.
Scheduling
Internal customers rely on us to provide a work
environment that keeps them:
A. Informed
B. Receiving feedback
C. Utilizing opportunities
Each of these are crucial for us to manage. They create a
healthy environment for the company to flourish as a whole
and continue excelling at our goals. Scheduling is able to
balance our external customers needs with out internal
customers needs.
Mission Control has the real time balancing act to
respond to current needs. Whether its allowing for
training, touch points with the sites and vendors or
creating a real time presence during an outage, all
Mission Control teams are there.

2. Have you heard before that if you don’t like
change, then Cox Communications is not the
place for you? We have all experienced new
projects at the last minute, or changes of
direction at the spur of the moment. This has
become our norm. Being flexible, resilient and
able to act quickly and efficiently.
So what would happen if we could become
even quicker at changing directions. What if
the changes were implemented thoroughly and
productively in less time than we normally
execute new strategies? What if we could
minimize redundancies, bureaucracy, politics,
disengagement, turnover, churn and fraud?
What would happen if we could trust everybody
to put their piece of the puzzle in?
According to Stephen M. R. Covey in The Speed
of Trust, we can do exactly that! We can trade
in the politics for accelerated growth; exchange
churn for heightened loyalty; switch
disengagement into stronger partnering. We
can increase our value, enhance innovation,
improve collaboration and execute even better
just by improving our trust levels. Imagine the
vacations we could take if we trusted everybody
else to do their part and it was done!
The best way to start this cycle of trust from
what Covey says is to become trustworthy.
This means that we exemplify the following
behaviors: talk straight, demonstrate respect,
create transparency, right wrongs, show
loyalty, deliver results, get better, confront
reality, clarify expectations, practice
accountability, listen first, keep commitments
and extend trust. We do this with ourselves,
our relationships, our organization, our
customers and our community.
The Speed of Trust
by Stephen M. R. Covey
We are already a productive team, but
imagine if we could become even more
productive, even more quick to act, even more
effective. If you are interested in more
information, I highly recommend reading The
Speed of Trust by Stephen M. R. Covey for
more information and ways to implement
trustworthy behavior.
Meet Etoyi Billings
With Cox 3 years and 9 months
WHAT SHE ENJOYS WORKING FOR COX
I really enjoy connecting and making a difference at the end of the day. In other words, getting the job done with the ending
results of ensuring not only our clients requests are accommodated, but the needs of the business are met.
WHAT SHE’S THANKFUL FOR
I am thankful for my job here at COX, the various benefits this great organization offers and provides. In addition I am thankful
for being able to partner with leadership and the relationships with various LOBs which are enhanced on a daily basis.
IS THE GLASS HALF EMPTY OR HALF FULL? WHAT IS IN THE GLASS?
The glass is half full with “potential & possibility”
-Definition of potential is having or showing the capacity to become or develop into something in the future
-Definition of possibility is a chance that something might exist, happen or be true: the state or fact of being possible
Overall, I believe that as long as one views their glass as half full, there’s always room for more. I personally would rather my
glass be half full (ever evolving, creating, building and making potential things possible).
WHAT LETTER OF THE ALPHABET DESCRIBES YOU BEST?
The letter that best describes me would be “D”. I am dependable, dedicated, determined, disciplined. I also walk and present
myself with dignity with a desire to be, do and give my best at all times! I have a dynamic personality and have a self-
motivated inner self -drive that pushes me to discover various solutions in the face of challenges. Lastly, I am a true confident
and value discretion.
WOULD YOU RATHER BE ABLE TO FLY OR BREATHE UNDER WATER?
I would rather fly. In my opinion the benefits of flying are listed below:
* I love the advantage of viewing the “entire picture”
* Being able to see things /dangers before they actually happen
* Gives me the opportunity to travel to different countries; learning and experiencing diversities
* Because I value being a part of a team, I would be able to fly in the V formation with others. When tired, I could pass the
baton on to another and the mission still be continued.

3. Fearless Leader: Robert Bell
Team: Shawna Bauer, Bryce
Harris, Camille Lovell and
Jeffrey Martin
Camille Lovell
Time with Company: 15 years as a Call Volume Analyst
Interests: Travel, Cooking, Fostering Kittens and Volunteering
Favorite Part of the Job: Interaction with fellow associates
Which of the 7 Dwarves Would You Be: Happy!
Favorite Quote: “If you’re digging for gold, why worry about the
$10 shovel?”
Best Part of Vegas: Everything and anything is available to you
any time of the day!
COE
Spotlight:
VEGAS!
Best part of working with Las Vegas:
Great Attitudes, Proactive Mentality and Teamwork!
Bryce Harris
Time with Company: 8 years with Cox/6 with Mission Control
Interests: World History, Christian Ministry, Artwork
Favorite Part of the Job: Interdepartmental relationships and
cooperation with Leaders and Fellow Staff
Which of the 7 Dwarves Would You Be: Doc
Favorite Quote: “Master of my fate, captain of my soul”
Best Part of Vegas: Buffets
Jeffrey Martin
Time with Company: 5-6 Years with Cox
Interests: Smoking meats on the weekends and riding his
motorcycle
Favorite Part of the Job: Helping those around me by
providing the best assistance he can.
Which of the 7 Dwarves Would You Be: Grumpy (Once
known as Dreamy)
Favorite Quote: “Eyes Up, Lean In and Accelerate”
Best Part of Vegas: Consistent weather for riding and BBQ’ing
Shawna Bauer
Time with Company: 5 Years with Cox
Interests: Flying, hiking and camping
Favorite Part of the Job: Getting to meet new people
Which of the 7 Dwarves Would You Be: Sleepy
Favorite Quote: “Listen to the mustn’ts, child. Listen to the
don’ts. Listen to the shouldn’ts, the impossibles, the won’ts. Listen
to the never haves, then listen close to me…Anything can happen,
child. Anything can be – Shel Silverstein

4. “Ben English by far is the most amazing
scheduler ever. He not only looks for
different solutions, but he’s always friendly
towards our team. He’s always giving us
advice to become better at our jobs and to
help him along too. He challenges us to
grow our careers and honestly, he’s a wise
man all around. Thank you for being amazing
Ben!”
- Darin Lysaught
Cathy Deingenis Kudos to Cathy for
leading the most complicated Retention
shift optimization ever! ~ Lara Whisenhunt
Steve Gallucci Kudos for setting up the
vendor feeds to automatically send emails
to the vendors from eWFM ~ Lara
Whisenhunt
Tom Leaming, Julia Douthat and
Cathy Deingenis Kudos for being such
valuable members of the eWFM Change
Committee ~ Lara Whisenhunt
Julie Lubbers-Davenport Kudos for
helping to remove the retrans overtime in
April ~ Lara Whisenhunt
Julie Lubbers, Doug Jethro, Mark
Tennant, Julie Kopf and Laura
Manning Special thank you for all their
assistance during the transition of CAG and
Tier II national scheduling/forecasting
responsibilities. You all were a great help as
my responsibilities extended from NSC to
support additional specialty groups. ~ Erica
Cockfield
Chris Rader Thank you for doing all the
holiday routing and verifying the
information for us. It is so nice not to have
to worry about this! ~ Laura Manning
Nathaniel Brown I would like to send a
Kudos shout out to Nathaniel Brown. He is
extremely knowledgeable and always eager
to share his experience and quick tips with
others, making processes easier. Nathaniel
is always willing to provide assistance,
especially during the times I’m covering
both NSC and CAG’s WFM inboxes. It’s a
pleasure partnering with Nate on a daily
basis. ~ Etoyi Billings
KUDOS
I would like to give a big KUDOS to Ed Wilkowksi. In the time I’ve
spent Local MC, he’s been very informative, and was always very
helpful when I need information on COE wide issues. I enjoy
having him as a boundary partner and appreciate his hard work.
~ Hector Hernandez
Collision Calendar
7/15 Retention PTO Opens
7/19 WWE: Battlegrounds
8/1 Tier I, CAG, TS Shifts live
8/1 UFC 190: Rousey vs Correia
8/23 WWE: Summerslam
CONGRATS
Rodrick Traylor is now the
Workforce Manager supporting
Scheduling for Care and
Sales/Retention!