Category: Uncategorized

On April 4th, Edward Boswell noticed and reported that all Zendesk macros said Tengo, which is not a good idea for Sun and MyWiFi calls.

This feedback has been provided to Tengo, who has reported the issue to now be fixed. When selecting macros from now on, make sure you select the right brand!

Thank you again, Edward, for helping us improve things for everybody!

 

Hey Team! Tomorrow 4/13 we are going to be having SilverCar through here. Please make sure to look presentable, keep your desk neat, and keep volume low. This is also the time to make sure that you are on time for your shift and aren’t up an about unnecessarily.

If we are really good, maybe we can get samples 😉

Ladies and gents, particularly gents, the bathroom is now open, however, for the standers, do not touch the urinal, do not rub the urinal, do not contact the urinal in any way besides the obvious. It is mounted and currently the adhesive is curing. If you knock the urinal off the wall, we will expect you to put it back… and that’s gross.

If you are needing to use the restroom, Suite 220 has been opened. To get there, you will need to exit the back door, go through the back parking lot, down the stairs between the hedges, and then look for the door with a blue X on it. When you enter the door, go to your right.

The lights are on a motion sensor, so they should light up if they’re off.

Attention all TTO agents!  When you receive a call on the Tech Advantage line and the caller has any kind of hardware issues that we cannot fix remotely (ie: broken/cracked screen on a laptop/phone/tablet or computer won’t power on) we now have a place we can refer them.  They will be submitting a request for Hardware repair through the TechAdvantage website for Andrew to have one of his repair techs call them back ASAP.

Make sure to review the new process ASAP, so you don’t get blindsided by these calls.  You can access it from the Tech Advantage CARE page, under Hardware Repair on the menu on the left side of the page.

 

Optaros has a new client called Kendra-Scott.  This client includes a couple Optaros process additions since they use their own instance of Jira.

When your Optaros Scheduled Task automatically opens Jira on your computer, you need to also Open the new Jira link for Kendra-Scott and see if they have any new tickets that require action.

Kendra-Scott Jira link
Username:  callcenter
Password:  optaros2016

Scripting and Pagerduty Tasks will be handled exactly the same as their other clients, but the only thing worth noting is that their Ticket Priorities are displayed differently:
Priorities for original Optaros Jira clients:  Blocker, Sev1, Major
New relative priorities for new Kendra-Scott Jira: Highest, High, Medium

This information/process will be added to it’s own page on the Optaros CARE page soon.  In the meantime, please continue to check their ticket according to information above.

Congratulations to Brian Armstrong for becoming the latest direct hire to ContactWorks!

We are so excited to have you on board! Welcome to the family

 

Hello TTO agents!  I have made verifying and tracking TTO Home subscriptions much easier.  No need to search for the customer in Volusion anymore (unless they are making another purchase obviously).

If you navigate to the main TTO page from the clients drop down on main CARE, then look for the button under the Active Business Subscriptions button, that will take you to a spreadsheet that will list all home business subscriptions and whether or not they are active or expired.

Please use this to verify each home business subscription caller that needs assistance, as this will help us acquire subscription renewals and make sure we are not providing support for expired subs.

Chris Smith has been promoted to Client Services Manager! Chris has worked with the Teensafe account since its start helping build it into the successful team that has grown to become one of our flagship accounts. His dedication to building an amazing team and delivering the exceptional customer support experience has lead to him being the obvious choice for the next phase of its growth. The account has matured to the point where we feel it is time to devote a full time manager to it.

 

In addition Maria McEwen has received a promotion to Dedicated Team Lead for Teensafe! Maria has been with the company through many changes, from a Support Space Mentor to Tengo Agent to one of our elite L2’s on the Tengo account to becoming Chris’s right hand during his time as Team Lead. Maria has grown with the account and will be taking on the responsibilities of running the day to day of the team moving forward. We look forward to the future of the account as we know it is in good hands with these to amazing employees!

 

I would also like to take a few minutes to congratulate Wilson Ng who has been selected to be the dedicated agent for our newest account LumoBodytech! (http://www.lumobodytech.com/) Wilson has proven his dedication to detail, hard work and brings a ton of other experience to his new role. This account will be going live next week and he is excited to be a part of it from the start!

 

Please take a few moments to congratulate these accomplishments of these super start Employees as they grow into their new roles! As a thank you to the whole Contact Works Team for the amazing efforts that have been put forth the last few weeks and as a way to celebrate this news we will be handing out Ice Cream and Popsicles to the bay!

 

Enjoy and again thank you for all the hard work everyone does day in and day out!

 

Tengo customer Rick Pollard had these kind words for Dack:

“Dack was phenomenal and did a great job. I was very irritated when I called in and he did a fine job with me. I have many issues with Tengo Internet but he was able to get me connected.”

Keep up the great work Dack!