The document outlines quarterly goals and targets for call centers handling Windows technical support and MHI queues at AOL Members Services in Utah. Key targets include achieving company targets for various metrics like staffing levels and satisfaction scores. Specific monthly and quarterly goals are provided for metrics like call time, schedule adherence, transfers, and surveys. Strategies are also outlined for how managers, coaches, and agents can work to achieve the goals, such as modifying performance processes, providing recognition, educating employees, and developing future leaders.
Here's a great customer journey map template to help customer success folks document, visualize and evaluate how they interact with customers. Here is a link to the supporting blog post that details how to use the template and explains some of the assumptions we made in creating the lifecycle stages, and categories = http://www.preact.com/blog/customer-journey-map-template
Here's a great customer journey map template to help customer success folks document, visualize and evaluate how they interact with customers. Here is a link to the supporting blog post that details how to use the template and explains some of the assumptions we made in creating the lifecycle stages, and categories = http://www.preact.com/blog/customer-journey-map-template
Establishing My Academic and Career PathAs you begin the.docxSANSKAR20
Establishing My Academic and Career Path
As you begin the transition from academic courses to career opportunities, reflect on how the strategies already discussed can help to guide you through the process. Consider the degree path you have chosen and what additional skills or activities you should engage in beyond the academic learning in your courses to be successful. What initiatives and goals do you have for this career? Begin and continue to establish your academic journey and career goals.
Individual courses within the program will offer opportunities through assignments that develop particular skills pertinent to specific career requirements and transfer of acquired knowledge. Other courses and specific assignments such as interview, practicum, and capstone projects provide opportunities for students to be exposed to relevant problems and creative activities in health care. These opportunities will require students to apply techniques acquired from the classroom to active investigation with experienced mentors in the field.
Research where to find career openings in your chosen field, select a position you might be interested in, and identify the qualifications and experience required. Identify these requirements as you progress through the coursework provided in your program. Take initiative to inquire and explore as you make connections with your coursework and career goals. Some items to consider further are membership in a professional association, the use of Internet job boards for research into future trends, licensure compliance throughout the country/world, and occupational conditions such as location, shifts worked, required equipment, or safety standards.
Listed below are some suggestions related to the types of information that you may want to include in this section of the document:
1) Who? Who would make up my network (e.g., peers, instructors, professionals, colleagues) essential to success in my chosen field in relation to this particular course?
2) What? What are my findings from researching competencies and/or certification requirements for my specific job role in relation to this course?
3) When? When should I begin to make the connection between my course of study and my career goals?
4) Where? Where does this course fit in my career goals? Where could I schedule an interview or internship to bridge the theory in my course with the practice of a job in the field?
5) Why? Why are peer-reviewed articles important and what is the significance of them in a career in health care?
6) How? How does this course relate to the requirements of my career goals? How can I make a link between the course and career experience that I need?
Focus on the concepts and skills learned from this course and spend time reflecting on Who, What, When, Where, Why or How, in establishing your academic and career path. Examples are provided below. The table will continue to expand as you progress through the course.
Date
Category
(Who, W ...
Self-motivated professional, who can create a work atmosphere of better communications, commitment to getting the job done, teamwork and high customer satisfaction.
1. AOL Members Services, Utah
Ric Waiters Page 1
Company Targets
X of X 85%
IPH 5.44
Transfers 30%
CCC Survey 5.0
Floor FTE 100%
Satisfaction 85/90/74
Development
X of X
Due to forecasted staffing changes
this goal has been set under the
company target. This goal includes
MHI performance
IPH
This target contains goals for
Windows Talk Time, SOD, idle, and
schedule adherence.
Listed to the left are the key targets that I feel are ground work for
the success of the Utah call centers Windows tech and MHI queues.
In the following documentation I will outline quarterly/monthly
goals for reaching the company target. Also provided alongside of
these goals will be the following information;
• Who Group held accountable for goal
• How Brief description of process for achieving goal
Month 1 Month 2 Month 3 Quarter
60% 65% 75% 75%
Who Coaches, AGM
How
• Coach low hanging fruit and manager underachievers
• Hand written Thank you cards for performance improvement
Windows Tech Talk Time
Month 1 Month 2 Month 3 Quarter
7:30 7:30 7:15 7:25
Who CCC’s, Coaches, AGM
How
• Modify corrective process (Coach plan for assistance)
• Reduce mentor transfers
• Market to CCC’s goal of 45 calls a day
• Daily accountability by coaches for performance
• Coach meetings: behavior identification and modification
• Tech bucks for CCC meeting call time expectations
• Establish daily OMT goal of 10%
SOD
Month 1 Month 2 Month 3 Quarter
85% 85% 85% 85%
Who Coaches, AGM
How
• Daily coach accountability in group huddle
• Corrective action plans for any unexcused leave time
• End of shift ritual (to be announced at later date)
To: General Manager Ogden, Utah
Subject:Department Operation Plans for Technical and MHI
2. AOL Members Services, Utah
Ric Waiters Page 2
IHP cont.
Goals for Idle percentage and
Schedule Adherence are listed as
Interactions per Scheduled Hour
goals
Transfers
CCC Survey’s
Idle/Schedule Adherence
Month 1 Month 2 Month 3 Quarter
4.00 4.50 5.00 4.50
Who Coaches, AGM
How Please see Talk Time and SOD goals
Month 1 Month 2 Month 3 Quarter
30% 30% 30% 30%
Who CCC’s, Coaches, AGM
How
• Market 1 Million DSL membership goal
• Improve CCC understanding of transfer products (Talk.com,
Cendant)
Employee Opinion Survey
Quarterly goal
5.0
Who Coaches, AGM, HR, GM
How
• Educate coaches on new focus: hiring and retaining good
citizens in department
• Use all call center resources to educate employees
• Establish positive queue rituals
1. Hockey sweaters
2. Tech bucks
3. Future rituals to be announced at later date
• Weekly Coach newsletters (Email)
1. Team performance
2. Acknowledge individual achievements
3. Feedback on questions from peers
4. Policy and procedure
• Monthly AGM newsletters (hard copy)
1. Department goals and graphs
2. Call Center wide concerns
3. Coach recognition
4. Monthly team article
5. Department CCC of the month
• Identify future leaders and support their development
3. AOL Members Services, Utah
Ric Waiters Page 3
Floor FTE
Due to unknown staffing changes in
RRV and Partners department I
would like to maintain a small
cushion to support call center future
needs in other departments. This also
minimizes the need to hire new
CCC’s during peak Windows
session.
Satisfaction
This area consists of Courtesy, First
time Fix rate, and Knowledge. MHI
performance is also included.
Development
Month 1 Month 2 Month 3 Quarter
110% 110% 100% 100%
Who Coaches, AGM
How
• Market Windows queue as positive queue to be in
• Train coaches to identify and retain CCC’s
• Hold queue staffing discussions
Month 1 Month 2 Month 3 Quarter
90/66/80 90/68/80 90/70/80 90/70/80
Who CCC’s, Coaches, AGM
How
• Weekly coach presentation of Click2Coach sessions
• Coach accountability for Sherlock usage
• Coach predetermined Case-a-day’s
• Reduction in mentor transfers
• Documentation of all call backs
Who CCC’s, Coaches, Trainers, AGM, GM
How
• Mentor uptraining for Senior consultants
• AOLU resources for Coach team
• Monthly coach presentations