Zusammenfassung der Ressource
Member Experience Evolution
- Trusted Advisor
- IDing Behaviors
- Competency Review
- Focus Groups
- How to coach behaviors
- Quality
- Supervisors
- AMs
- MSR Mentors
- How to train behaviors
- New Employee
- Training Bytes
- Skills Advancement
- level up/gamification
- Career Path
- Tenure
- Number of skills
- Use of tools
- Measurement
- Agent Resume (Genesys)
- Genesys
- HR - How we hire
- Job Description
- Contractors?
- How to use
- How to instill culture
- PARs?
- Expectations of knowledge around Products and Services that aren't part of skill.
- Align with Genesys?
- Systems Discovery
- What does an ideal system do?
- Focus groups with MSRs and Leaders
- Where do certain features become housed?
- Referrals
- Marketing Info
- Other MSRs
- Measurement
- CCO's piece of the pie
- Individual stats vs. branch
- Qualitative
- Offers vs. fulfillment
- Personetics?
- Tools
- Manuals?
- Manual Optimziation
- USD
- How to use effectively
- Wizards & Calculators
- Governance
- Maintenance
- Compliance
- Creation
- Trackers
- POA
- Call
- Infor
- Infor Refresh
- CCO Specific
- Featured Offers
- Situational
- USD
- Products and Services Toolkit?
- Comments Generator?
- Right conversation at the right time
- Align with "Know Me", "Show Me", "Help Me", "Reassure Me"?
- Branding? - Visibility/Awareness
- What is being covered by other efforts?
- Define Philosophy