Tools
What VDM stands for?
Virtual Duty Manager
When a customer is upset, what could be a good approach to for a manager to practice?
Ask the engr to create a proactive recovery so the customer can vent.
What are the main KPIs that we currently have?
CSAT & IR
What is the name of your new SDM?
Lorence
Who got married during the program?
Name at least 2 tools that helps you manage your team?
WFM dashboard, Case buddy, VDM, DFM
For backlog management, share at least 2 tips learned during the sessions
Backlog radar sessions, SME assignment, take a few engrs to work on low complexity high volume cases, discuss cases during the 1:1s....
What does a high TMPI means? name at least 2
Case complexity, too much labor included, knowledge gaps...
VDM and PCMS session
Who lived in Costa Rica for a while?
Paul
DFM
When someone is struggling with performance, what actions can you take to help them?
Have a 1:1 session with the engrs, provide additional training/mentorship, if issue persist after offering help and resources, involve HR.
If there is an engr that always an engr that only have positive scores... Would you review their performance? Why?
Yes! Is important to do the due diligence with all the engrs.
What was the name of the CSAMs that delivered the training last week?
Alejandro and Sussan
What is one of Karlita's hobbies?
Cars :D
Which powerbi do you have to use to review team stats?
Insights
What could be one of the best options when you are struggling with a specific situation?
What type of audits you should perform to your team in regards of case management?
Change contact information, duplicate cases, case reviews...
Which session did Diana delivered? Name 2 topics
Best practices session related to communication, escalation handling, team readiness and heatmaps
Who managed 4 different teams at the same time?
Alex and Santi
Which tool create a possible index of risk on a case based on idleness, cx temperature, HOs and so on?
PCMS
If someone comes to you with a rude approach, what should be your approach? Name at least two options.
What actions do you have to take when receiving an escalation?
Review the case, involve the stakeholders, analyze if it's a real escalation or downgrade it as needed, engage with the proper teams and customer....
Which PTA has been with us during the program and has been super helpful by unlocking resources and sharing best practices?
Shahnawaz
Who used to play soccer during the childhood?
...