Out w the old
Name one weighted metric that will not be on the new MPR?
What is:
Percent time available, Percent time helping customers, Emails/hour, messages/hour
Name one weighted metric area that will be included in the new MPR!
What is:
QA Score, Knowledge Completion, First Contact Resolution, CSTA Survey, Schedule Adherance, % of ACW, AHT by Channel, % Hold Time, % Missed/Calls offered, ART
What does ACW stand for
What is: After Contact Work
What is WP's mascot?
What is: Blue Footed Booby
What happens when frogs park illegally?
What is: they get toad
Name one weighted metric included in both the new AND old MPRs?
What is:
QA, Customer reviews also acceptable
The new MPR will launch on this date.
What is July 1, 2024
What does ART stand for?
What is Average Response Time
The 3 cities with a WP Headquarters
What are: NYC, Nashville, LV
Where do pirates get their hooks?
What is: the second hand store
Name a metric that is a reference metric on our current MPR, and will become weighted with the new MPR!
What is:
ART (Average Response Time), Missed calls
Name one reference metric that will be included in the new MPR
What is:
Discounts + Bookings, # of Escalations / Tasks, Productivity, Conformance %
What does SLA stand for?
What is: Service Level Agreement
Where did the name Warby Parker come from
What is a Jack Kerouac novel
Why is it a bad idea to eat a clock?
What is: because it's so time consuming!
Which MPR metric has been voided as auto-successful for the remainder of the current MPR window?
What is: Messages per hour
Name the new metric defined as: the percentage of interactions closed by an advisor where the customer does not have to reach back out to reach a resolution
What is:
First Contact Resolution!
What does AHT stand for?
What do Winnie the Pooh and Alexander the Great have in common?
What is: same middle name
What's one reason we're updating the current MPR?
What is:
Our department has outgrown these metrics, current metrics require manual adjustment, and our team mentioned the need to upgrade these in our EE survey!
Name the 4 new bucket scores under our new MPR
What is: Highly Successful, Successful, Developing, Inconsistent
What does ITPO stand for?
What is: Interactions per Order
"Colonel" was the name of which product WP used to sell?
What is: A monocle
What do you call a bee-hive without an exit?
What is: un-bee-leave-able!