Week 1 CAP Performance Discussion Week 2 CAP Performance Discussion Week 3 CAP Performance Discussion Week 4 CAP Performance Discussion WIG (Focus KPI): NPS Lead (Behavior): Lag: 1st week: 0 2nd week: 60% 3rd week: 55% 4th week: 55% Details of observation:   Options: Way Forward:   Next coaching: November 14, 2024 /*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/ LUTHER WIG (Focus KPI): NPS Lead (Behavior): Perform the recommended resolution provided by the Fetch tool Lag: Improve your NPS from 25 last October to at least 55% by the end of November 2024 1st week: 2nd week 3rd week Details of observation: ConvID: 692fa70e-d0fa-48c2-931c-3ec4d6cb1073  ConvID: 90162fd9-55ce-4ca3-bfcb-6ce24541e4a3  Options: Here is the action plan established for Luther: 1. Navigate Fetch to become familiar with its various parts. 2. Collaborate with peers who consistently follow the tool's recommendations and have high NPS scores. Peer learning can help them gain confidence in using the Fetch tool. 3. Create step-by-step workflows for common tasks that need to be performed. 4. Familiarize with Path to Resolution: Gain a thorough understanding of the Path to Resolution process to effectively address and summarize customer issues. Way Forward:   As Luther's coach, I will ensure he meets the NPS goal for this month by closely monitoring his conversations and assessing the effectiveness of his working behavior. In the feedback process: I will conduct flyby coaching sessions to offer immediate feedback. I will review conversations to identify opportunities for improvement and determine what actions need to be taken or adjusted /*/*/*/*/*/*/*/*/*/*/*/*/ MARC WIG (Focus KPI): NPS Lead (Behavior): Ask effective questions relevant to initial concern of the customer Lag: Improve your NPS from 47.37 last October to at least 55% by the end of November 2024 Details of observation:   ConvID:3f2e9575-d0e8-4732-8273-7ec00993795b ConvID:3f2e9575-d0e8-4732-8273-7ec00993795b Options: -Use Open-Ended Questions to Gather Information -Ask questions that are directly related to the issue at hand. -Avoid jumping to conclusions or asking irrelevant questions. Instead, ask questions that help you identify the underlying cause Way Forward:   Regularly track KPIs and review customer feedback to identify areas where reps may need additional training or support. Share successes across the team to motivate others. Providing Structured Guidance on Questioning Techniques -Open-ended questions -Clarifying questions -Probing questions -Reflective questions Set up weekly check-ins to discuss individual case outcomes, focusing on what worked well and where they could have asked different questions. -Skill transfer by performing chat rewrites Next coaching: November 14, 2024 /*/*/*/*/*/*/*/*/* JALEN WIG (Focus KPI): NPS Lead (Behavior): Set proper expectation on what to happen next related to the customers concern Lag: Improve your NPS from 45.45 last October to at least 63% by the end of November 2024 Details of observation: 93d82a5d-00d6-45c0-93b2-dd581db7c3fa f4c22006-d733-42cd-a135-200e7eb5a19b Options: Pull up c2 policy for complete setting up of expectation Understand the tools. Learn the purpose, feature, and functionalities of each tool. Bookmark C2 DOC Collaborate with my coach for any challenging chat drivers to receive additional assistance in helping customers. Way Forward:   Sharing best practices and provide provide flyby coaching to offer immediate feedback and conduct Q&A reviews to identify opportunities for improvement, outlining what needs to be done and suggesting different approaches. Monitor Progress and Track Success Skill transfer by performing chat rewrites /*/*/*/*/*/*/*/*/*/*/*/*/*/*//*/*/ ALLYSA WIG (Focus KPI): NPS Lead (Behavior):Set proper expectation on what to happen next related to the customers concern Lag: Increase your NPS from 42.10 in October to at least 55% by the end of November 2024. 1st week: 0 2nd week: 60% 3rd week: 55% 4th week: 55% Details of observation:   ConvID: 88cc6c2d-0649-4ae6-88c6-f07ec253e7c3 88cc6c2d-0649-4ae6-88c6-f07ec253e7c3 Options: Pull up c2 policy for complete setting up of expectation Understand the tools. Learn the purpose, feature, and functionalities of each tool. Bookmark C2 DOC Collaborate with my coach for any challenging chat drivers to receive additional assistance in helping customers. Way Forward:   driving of caught in the act using fetch Monitor Progress and Track Success Skill transfer by performing chat rewrites SPTR upload to drive correct behaviors Next coaching: November 14, 2024 /*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/ SHANE WIG (Focus KPI): NPS Lead (Behavior): Agent performed effective expert review (visual audit) Lag: Increase your NPS from 30.79 in October to at least 55% by the end of November 2024. Details of observation: 4cf8cd9f-1eca-4c22-9d4c-7c43bea5b87b   b8d6469a-d5b6-43a7-acdc-8dcd60807597 Options: 1. Understand the Tools: Gain a thorough understanding of the purpose, features, and functionalities of each tool. 2. Bookmark C2 Documents: Mark C2 documentation that he finds unfamiliar or challenging for easy reference. 3. Document Steps: Create and save a guide on how to effectively locate and use the necessary tools. Way Forward:   Drive accountability by identifying issues in real-time using Fetch. Monitor progress and measure success. Facilitate skill transfer through chat rewrites. Upload SPTR to drive the adoption of correct behaviors Next coaching: November 12, 2024 /*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/ JETHRO WIG (Focus KPI): NPS Lead (Behavior): Perform the recommended resolution provided by the Fetch tool Lag: Increase your NPS from 40.91 in October to at least 55% by the end of November 2024. 1st week: 100% 2nd week: 55% 3rd week: 55% 4th week: 55% Details of observation:   d84ef2cf-c37a-43d4-9cf5-1a9b845b8149 803fcf23-afb7-4d9c-9568-f501bd78c5b9 Options: 1. During free time Navigate Fetch to become familiar with its various parts. 2. Collaborate with peers who consistently follow the tool's recommendations and have high NPS scores. 3. Create step-by-step workflows for common tasks that need to be performed. 4. Familiarize with Path to Resolution: Gain a thorough understanding of the Path to Resolution process to effectively address and summarize customer issues. Way Forward:  Real time inspection in real-time using Fetch. Monitor progress and measure success. Facilitate skill transfer through chat rewrites. Upload SPTR to drive the adoption of correct behaviors  Next coaching: November 14, 2024 /*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/ ISIAN: WIG (Focus KPI): mFCR Lead (Behavior): summarized/provided complete Recap/Test work Lag: Increase your mFCR from 60.91 in October to at least 64% by the end of November 2024. 1st week: 64% 2nd week: 65% 3rd week: 64% 4th week: 64% Details of observation:   ConvID: acc1372c-41ef-4d85-af67-075d53d52277 8c3c4d16-d5bc-4c42-a897-80bd5e057f0b Options: 1. Have a sticky notes on the computer which contains Recap 2.Keep in mind to provode recap for every resolved convos before closing the chat 3. Follow SPTR Way Forward:  Real time inspection in LE to check if behavior Monitor progress and measure success. Facilitate skill transfer through chat rewrites. Upload SPTR to drive the adoption of correct behaviors  Next coaching: November 15, 2024 /*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/ FERNAN WIG (Focus KPI): mFCR Lead (Behavior): summarized/provided complete Recap/Test work Lag: Increase your mFCR from 61.62 in October to at least 64% by the end of November 2024. 1st week: 64% 2nd week: 65% 3rd week: 64% 4th week: 64% Details of observation:   ConvID: a1175129-d944-4cdb-beaf-87f93b6a95e3 ConvID: 03c1fffc-914c-44bc-ba77-6c2004159323 Options: 1. Have a sticky notes on the computer which contains Recap 2.Keep in mind to provide recap for every resolved convos before closing the chat 3. Follow SPTR 4. Conduct a final check during the conversation to confirm that all customer concerns have been addressed. Way Forward:  Real time inspection in LE to check if behavior Monitor progress and measure success. Facilitate skill transfer through chat rewrites. Upload SPTR to drive the adoption of correct behaviors  Next coaching: November 15, 2024 /*/*/*/*/*/*/*/*/*/*/*/*/*/*/* GERONE WIG (Focus KPI): NPS Lead (Behavior): Perform the recommended resolution provided by the Fetch tool Lag: Improve your NPS from 47.82 last October to at least 55% by the end of November 2024 1st week: 50% 2nd week:60% 3rd week: 55% 4th week: 60% Details of observation: ConvID: 7389ddcb-421e-4a71-9b66-87769926b287 ConvID: :7cc8ba12-5710-4b7a-ad67-443d3f856bc5 Options: Here is the action plan established for Gerone: 1. Navigate Fetch to become familiar with its various parts. 2. Collaborate with peers who consistently follow the tool's recommendations and have high NPS scores. Peer learning can help them gain confidence in using the Fetch tool. 3. Create step-by-step workflows for common tasks that need to be performed. 4. Familiarize with Path to Resolution: Gain a thorough understanding of the Path to Resolution process to effectively address and summarize customer issues. Way Forward:   As Gerone's coach, I will ensure he meets the NPS goal for this month by closely monitoring his conversations and assessing the effectiveness of his working behavior. Monitor progress and measure success. Facilitate skill transfer through chat rewrites. Upload SPTR to drive the adoption of correct behaviors  Next coaching: November 15, 2024 /*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/* JORIZ WIG (Focus KPI): TTFRA Lead (Behavior): Lag: Improve your TTFRA from 191.20secs last October to at least 110secs by the end of November 2024 1st week: 110secs 2nd week: 105secs 3rd week: 110secs 4th week: 105secs Details of observation:  db66277a-2a29-4aaf-bde0-3c664c74e285  3c2403f1-a193-42f6-8e6f-d98889331cfd Options: Will manage active conversation Prioritize new conversation as it's the impression of the customer Fetch utilization Follow SPTR Way Forward: Real time inspection in LE to check if behavior Monitor progress and measure success. Facilitate skill transfer through chat rewrites. Upload SPTR to drive the adoption of correct behaviors  Next coaching: November 13, 2024 /*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/ CHUCK WIG (Focus KPI): mFCR Lead (Behavior): summarized/provided complete Recap/Test work Lag: Increase your mFCR from 60.06 in October to at least 64% by the end of November 2024. 1st week: 64% 2nd week: 65% 3rd week: 64% 4th week: 64% Details of observation:   ConvID: 986d0fcd-8eed-4da0-995b-8bb07d86fb71 c4941187-df24-44f1-8afa-675fdb12fdae Options: 1. Have a sticky notes on the computer which contains Recap 2.Keep in mind to provide recap for every resolved convos before closing the chat 3. Follow SPTR 4. Conduct a final check during the conversation to confirm that all customer concerns have been addressed. Way Forward:  Real time inspection in LE to check if behavior Monitor progress and measure success. Facilitate skill transfer through chat rewrites. Upload SPTR to drive the adoption of correct behaviors  Next coaching: November 13, 2024 /*/*/*/*/*/*/*/*/*/*/*/*/*/*/*//*/**/*/ FRED WIG (Focus KPI): FCR Lead (Behavior): Complete expert review Lag: Improve your FCR from 55.67 this week to 64 next week 1st week: 54.84% 2nd week:773.81% 3rd week: 70.63% 4th week: 55.67% 1st week: 64 Details of observation: ConvID: b7c2aca6-5838-45d6-ae67-2fc3bf6afcc7 ConvID: 9aa48d53-f060-4dc1-aaa9-4f9e29625955 Options: Here is the action plan established for Fred: Action Plan for Improving FCR: 1. Explore Fetch to become familiar with its features and functionality. 2. Collaborate with peers who consistently follow the tool's recommendations and achieve high FCR scores. 3. Get acquainted with the Path to Resolution process to improve efficiency and customer outcomes. Way Forward:   As Fred's coach, I will ensure he meets the FCR goal for next week//month by closely monitoring his conversations and assessing the effectiveness of his working behavior. Monitor progress and measure success. Facilitate skill transfer through chat rewrites. Upload SPTR to drive the adoption of correct behaviors  Next coaching: Dec 7, 2024 /*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/ EZEKIEL WIG (Focus KPI): mFCR Lead (Behavior): summarized/provided complete Recap/Test work Lag: Increase your mFCR from 60.16 in October to at least 64% by the end of November 2024. 1st week: 64% 2nd week: 65% 3rd week: 64% 4th week: 64% Details of observation:   ConvID: 04009dbe-a0a0-45ce-85ca-b2eb43f3e944 2cbb3fa3-9284-416f-a5ff-b665d2c79bfc Options: 1. Have a sticky notes on the computer which contains Recap 2.Keep in mind to provide recap for every resolved convos before closing the chat 3. Follow SPTR 4. Conduct a final check during the conversation to confirm that all customer concerns have been addressed. Way Forward:  Real time inspection in LE to check if behavior Monitor progress and measure success. Facilitate skill transfer through chat rewrites. Upload SPTR to drive the adoption of correct behaviors  Next coaching: November 14, 2024 /*/*/*/*/*/*/*/*/ FERNAN WIG (Focus KPI): NPS Lead (Behavior): Provided relevant and natural response to the concerns and assurance of help Lag: Improve your NPS from 18.75 last week to at least 55% this week and aiming to end by 35% by the end of November 2024 Details of observation:   ConvID: e7a78d4d-099b-4b6d-bf22-1d15a1fc2a77 e7a78d4d-099b-4b6d-bf22-1d15a1fc2a77 Options: START: Provide relevant and natural response to the concern and assurance of help STOP: Asking if the customer had other concerns, even though we were trying to help them understand that we couldn't provide the extension they requested. CONTINUE: Utilizing resources such as Atlas Way Forward:   Regularly track KPIs and review customer feedback to identify areas where reps may need additional training or support. Share successes across the team to motivate others. Providing Structured Guidance on Questioning Techniques -Open-ended questions -Clarifying questions -Probing questions -Reflective questions Set up weekly check-ins to discuss individual case outcomes, focusing on what worked well and where they could have asked different questions. -Skill transfer by performing chat rewrites Next coaching: November 25, 2024 /*/*/*/*/*/*/*/*/ DECEMBER JETHRO WIG (Focus KPI): NPS Lead (Behavior): Provided natural responses to the cx concerns Lag: Increase your NPS from 50 in November to at least 60% by the end of November 2024. 1st week: 65% 2nd week: 55% 3rd week: 60% 4th week: 55% Options: Acknowledge and personalize responses, adding empathy and emotions where appropriate. Utilize Fetch and C2 during idle times to stay productive. Save key spiels for specific issues to streamline responses. Familiarize yourself with the Path to Resolution process: Gain a deep understanding of the process to effectively address and summarize customer concerns. Adhere to SPTR guidelines. START: Delivering more natural and personalized responses. STOP: Relying on generic spiels or statements. CONTINUE: Using tools like Fetch to offer relevant recommendations. Way Forward: Conduct real-time inspections using Fetch to assess progress. Monitor progress and track success. Support skill development through chat rewrites and practice. Upload SPTR to the drive to encourage the adoption of proper behaviors. Next Coaching Session: December 8, 2024. /**/*/*/*/*/*/*/*/ LUTHER WIG (Focus KPI): NPS Lead (Behavior): Perform the recommended resolution provided by the Fetch tool / Utilize your Fetch tool effectively Lag: Increase your NPS from 50 in November to at least 60% by the end of November 2024. 1st week: 65% 2nd week: 55% 3rd week: 60% 4th week: 55% NOV FCR: 65 1st week: 65% 2nd week: 67% 3rd week: 65% 4th week: 65% Options: Use Fetch and C2 during idle times to remain productive. Reserve key spiels for specific issues to streamline responses. Get comfortable with the Fetch tool to incorporate it into every conversation. Follow SPTR guidelines. START: Make effective use of your Fetch tool. STOP: Relying on generic spiels or blanket statements. CONTINUE: Providing a clear recap that highlights the solutions offered, helping the customer retain key points and actions taken. Way Forward: Conduct real-time checks using Fetch to monitor progress. Track performance and measure success. Encourage skill development through chat rewrites and practice. Upload SPTR to the drive to promote the adoption of best practices. Next Coaching Session: December 9, 2024.