Interview Working Session

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Western Governors University *

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PROJECT MA

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Statistics

Date

Feb 20, 2024

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pptx

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Uploaded by CorporalHyenaMaster999

Interview Working Session March 7, 2023 Candice Reid 1

2 65%+ 25 36% 51 - 64% 15 22% 0 – 50% 29 42% CSAT Distribution 0 10 20 30 40 50 60 70 80 90 100 CSAT % Week of 2/26 Team Average: 55.7%

Action Plan 3 Discuss current state, goals, and brainstorm Supervisor Meeting Supervisors to meet with team to review CSAT expectations and plan Team Huddles Review detractor responses for agents below 65% CSAT Deep Dive Partner with support teams to address any issues identified during deep dive Partner Follow performance management process for coaching and accountability Coach

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Partnership Supervisors will need time scheduled to pull agents for coaching each week Workforce Management We may need to partner to schedule training if there are significant learning gaps identified across the team during deep- dive Learning & Development Depending on deep- dive findings, there may be an opportunity to automate responses or create canned email replies Business Process Owners 4

5 Weekly one on ones with supervisor team to: • Check in on progress • Discuss next steps for those still below goal • Help identify any barriers I can assist with • Discuss goals for the next week Coaching & Accountability

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