Category: Uncategorized

Brandon started with ContactWorks during our Support Space days and transitioned to the shared queue at the end of that project. Brandon worked his way up from the shared queue to becoming one of our L2’s for Tengo and then on to becoming a shared queue team lead. Following Tengo’s growth, an opportunity to continue working with us and advancing his skills and experience with one of our premier partners arose. Brandon was able to take advantage of that opportunity and work as an L3 in the Tengo NOC honing his technical skills and expanding his management experience.

As our growth at ContactWorks continues, we felt that we needed to bring in another manager to help take us to that next level as a company. Brandon’s experience with direct facing clients and years of experience working directly for us and with us, made him a great candidate.

We are excited to have him back and have big plans for the future!

Make sure you DO NOT EVER change the bandwidth shaper.  If this is something that you feel is set wrong, you are not to change it.  Let a team lead know why you think it is wrong, then they will verify if escalating a case to Network Support is the right thing to do.

Employees are not allowed to use personal computers on the work network unless given express permission from Management. This includes Gaming consoles and tablets. All of these items are more than welcome to be connected up and used in the break room during approved breaks and lunch hours. The displays on the floor are to be left alone and will only be adjusted by Team leads and Management. Cell phones are allowed on the Tengo Lab network only and we ask that employees do not run phone updates while on the network. These devices can be distracting and disrupt the work environment leading to possible missed work items or phone calls that will lead to disciplinary action.

If you see a prompt to upgrade to windows 10. Do not accept or reserve anything. Close the window and continue with your current operation system.

Tengo Customer Susan Bowman had this to say about Arthur:

“Arthur was so helpful and sweet. His voice was soothing, has the right attitude, and is a gem.”

Then she spent the next 10 minutes complimenting him and talking about how hard it is to get good customer service from companies nowadays.

Great Job Arthur!!!

Corndogs will be available tomorrow, Tuesday 5/26.

If you get a ghost call/dropped call and then you call them back and it happens to be a telemarketer, DO NOT press any buttons on their automated system.  Even if it is to remove us from their call list, DON’T DO IT.

This is just to save us from getting even more calls.  By pressing buttons on their IVR, you basically let them know that a human is at this number.  We still want you to call back all of the dropped / ghost calls, but please be mindful of this and ask a manager or team lead if you have any questions.

Recently there has been an increase in escalations for sites that already have an open case. This is causing more work for Tengo Netops and takes away from their time working on valid cases.

Before escalating a ticket to Netops, ALWAYS check sugar to verify they have no open cases related to the issue. If a site already has an open case there is no need to escalate another one. Even if the case has been open for awhile or hasn’t had any updates for several days.

If you are ever unsure if you should escalate a ticket or not, ask a Team Lead first.

Charith Arachchi has left the company earlier this week to pursue other opportunities and I would like to make this post to wish him luck in his endeavors and thank him for all the help and support he provided while he was here.

Charith took the Tech Team One project by the horns, worked difficult hours every week to meet tight deadlines and helped make the building blocks for the CARE that you see today.

So to Char, I want to say thank you for all the time and effort you have given us and we all wish you luck.

FREE ICE CREAM!!!!!!!
What else needs to be said…   The time and date.

Tuesday, June 2nd from 2-3 pm in the parking lot going towards Gracy Farms Ln.  More info on the flyers that Ken Becker has so kindly posted around the office.  ENJOY!!