Acronyms
I/O
what is Interactions per Order?
Brings the power of educators to our guest online
what is Digital Educator?
Used to measure the amount of time our educators work on channel compared to what they were scheduled
What is adherence?
The total revenue generated by Digital Educators
What is $1.8M
our newest GEC Manager based in Vancouver?
HOOPS
what is hours of operations?
Connects & engages with our guest on Instagram, twitter, facebook & now tik tok
what is Digital Engagement?
Accounts for the amount of no-shows & sicks
What is absenteeism?
Our Interactions Per Order
What is 0.18?
Our newest GEC Manager based in Texas?
Who is Lauren Stockbridge?
QAR
what is Quality Assurance Rating?
Our new outsourcing partner based in Honduras & Jamaica?
what is 24/7 Intouch?
This metric allows us to measure the typical length of an interaction
What is Average Handle Time?
Our deflection rate
What is 22%?
Our newest Senior Manager, Workforce Planning and I&A
Who is Thomas Tsang?
RS
what is Resolutions Support?
Responsible for forecasting our total interactions and building weekly schedules for more than 1300 people come peak
what is Workforce Planning?
this metric, also a commitment, is used to track our performance on email channel
What is SLA or service level agreement
Percent of volume that came through live chat
What is 44%
Our newest Guest Support Operations Lead focused on self-service
Who is Mandip Sangha?
PNP
what is Product Not Performing?
Writes messaging for all new initiatives, programs, and service issues at the GEC
what is Guest Communication & Messaging?
Shown as a percentage, it reflects the amount of live chats resolved but not by an educator
What is deflection?
Our total educator productivity
What is 3.2?
both Program Managers, Digital Educator, one being our newest permanent role and the other returning from mat leave
Who is Adrienne Halvorson & Sarah Cincotta?