Category: Uncategorized

Please respond with a comment if you have not yet been issued a key FOB.

Make sure that you are checking for existing cases in Sugar before you escalate a ticket.  Chances are it is the same issue.  We have seen a high amount of duplicates in the L2 queue.

Find your new schedule here.  Click on Agent Schedules to find your individual schedule.

Recently, there have been a lot of employees clocking in a few minutes late.  One minute late is still late.  If you make a habit of clocking in a few minutes late, the issue will be addressed on an individual basis by management.

If you are going to be late or absent, you must call (512) 637-4376 and leave a message detailing your name, the reason for your late arrival/absence, contact number, and when you are expecting to arrive.

You may clock in up to 15 minutes before the start of your shift.  You are expected to be logged into queues and taking calls promptly at the start of your shift.  If you are here on time, but your workstation PC causes you to clock in late, you must notify management by emailing [email protected] in order for your timecard to be adjusted.

 

ARE YOU READY FOR SOME FOOTBALL!?!

ContactWorks will be hosting a Super Bowl party/pot-luck this Sunday night at the office.  The game will be shown on the gigantor TV in the training room.  If interested in attending, please RSVP on the sign up sheet.

 

GO BENGALS – Super Bowl XLIX Champions

Hello Contactworks,

We have a few announcements to make as we get underway in 2014. We are growing at an amazing rate and your continued dedication is greatly appreciated. There are a few new faces and some familiar faces in the office the last few weeks and I would like to take this chance to welcome everyone. I look forward to the coming year and working with each and every one of our amazing employees.

In light of some of the growth, we have made some changes to our management team!

Effective last Monday George Barbour has taken the plunge and become the newest Contactworks Manager. We have high expectations and are excited to welcome him to the team. He will be overseeing the Tengo account as well as Teensafe and Safeware.

We have also formally created a Quality and Training Manager position that Chris Chavez has accepted. He will be working closely with team leads and clients to ensure we are excelling in first class service and support.

Mike Marmion, as our Senior Manager, will continue to develop new client launches and is out in front on the Tech Team One launch. He also will be heading up Teachscape and guiding us through a re-launch of Korcett. I look forward to working with Mike to identify areas of opportunity and growth as we move the company forward into 2014.

We have also made a few Team Lead changes and I would like to congratulate Robert Pfannstiel, Dustin Suggs and Cory Branson for stepping up and helping lead the team from the trenches. These individuals are the oil that makes the engine run smooth, they get pulled 50 different directions everyday and I cannot thank them enough for their dedication to the future of the company.

We are moving to bring structure to the L2 team as we ramp up more agents to this level of support. Brandon Bates and Arthur Betts are taking point on leading the team to ensure we are delivering the best possible support to Tengo Resorts. They will be working with the rest of the team on a daily basis as well as Tengo L3 to drive our support response times down to the lowest possible levels.

Please congratulate our new managers and team leads! They will need everyone’s support as we make this transition. With the changes we have made internally we have the tools in place to take this company to the next level. I am excited and can’t thank each and everyone enough for their continued efforts in making this a great company and family to be part of.

Onward through 2014 a year of Excellence!

James Jones

Director of Operations

[email protected]

C 210.313.7840

The weather could cause icy conditions overnight tonight into tomorrow.

If weather causes travel to be unsafe and road conditions become too hazardous for you to commute to work, you must notify management by emailing [email protected] prior to the start of your shift. In such conditions, you are authorized to work from home after notifying management.

Be sure to test your VPN connection and functionality prior to the start of your scheduled shift. If you don’t have VPN credentials or cannot connect your VPN, email [email protected] for assistance.

All Teensafe tickets should have the Email address associated with the account in the ticket Template.

Teensafe has expressed concern that they are receiving tickets that have the incorrect email listed (not the same one that is on the account). You must be checking the email in Admin to verify that goes to the correct account, if not you need to locate the account before releasing the call.

 

If a customer would like to be contacted at a different email address that’s fine, when entering the ticket put that email address in the “Contact email” field instead of the address associated with the account. (Just remember the template must have the correct email address for the account listed)

If weather causes travel to be unsafe and road conditions become too hazardous for you to commute to work, you must notify management by emailing [email protected] prior to the start of your shift.

In such conditions, you are authorized to work from home after notifying management.  Be sure to test your VPN connection and functionality prior to the start of your scheduled shift.

If you don’t have VPN credentials or cannot connect your VPN, email [email protected] for assistance.

The Chi’Lantro BBQ food truck will be parked in the Stonehollow project today, January 23rd, offering lunch to walk-up patrons from 11:15 a.m. – 2:00 p.m.

They will be located in the parking lot for Building 1, closest to the curve in Stonehollow Drive.

Chi’Lantro BBQ is a Korean + Mexican fusion that has been featured in Food and Wine Magazine, The Cooking Channel and The Food Network.  They were rated #1 Street Food in Austin Chronicle this year and given Honorable Mention in the Other Asian and Best Korean categories.  I’ve attached a copy of their menu for you to review, if interested.  They can also be found on the internet here: www.chilantrobbq.com.