Subject: Gaming tasks clarification
From: "Sara Aknooni (SRAK)" <[email-masked]>
To: "Josephine Veena Dorairaj (JVDO)" <[email-masked]>, Pritish Nandi <[email-masked]>
Cc: Andrés Figueroa (AFIG) <[email-masked]>, "Heta Nyrhinen (HNYR)" <[email-masked]>
Date: Wed, 29 Jul 2020 10:41:05 +0000

Hi Josephine and Pritish,

Following our agreement about Gaming responsibilities division,
I am sending this email to clear it up again for both of you:

Answer the agents’ questions:
Please inform the agents that they need to collect their questions and send it twice a day, once at 12:00 and the next at 16:00 local time, in Teams Gaming group.
You will align between you who will answer to which questions.
The goal is to reduce the number of questions by creating FAQs out of the asked questions, so please target that.

  *   Instead of giving a ready answer, guide the agent to the place where they can find the answer, Zendesk similar tickets, Guide, Google, Quick Guide, Fact sheet and so on.
  *   Be attentive to those agents who are very quick on asking for RMA approval and flag it to me

Warranty and purchase tracking questions:
These questions are sent together with the above questions, twice a day (12:00 and 14:00 local time) in Teams Gaming group.
Josephine will answer them if she can, otherwise will send an email to Heta every day with the list of tickets that need to be escalated to Gaming team.

  *   Remember that soon Christina Elmark will have access to Zendesk and all Global E tickets will be assigned to her
  *   Heta will have an alignment meeting with Anna Dama to sort out the challenges we have with the resellers and distributers
  *   The contact person with Gaming for Warranty issues is Heta.

Please inform the Gaming team about the above and try to speed up the FAQs creation so we can reduce the number of questions.

Thank you!

Best regards,
Sara Aknooni
Project Manager
Global Support and Service
+45 4470 0124
+45 7131 4960
Sennheiser Communications A/S · Industriparken 27 · DK-2750 Ballerup · Denmark
<https://www.eposaudio.com/en/dk/enterprise/products/adapt-660-noise-cancelling-bluetooth-headset-1000200>

eposaudio.com<https://www.eposaudio.com/> · Follow us here
<https://www.youtube.com/channel/UCKZSbHA_gj3OKwPnKa4cNaA>  <https://twitter.com/Epos_audio>   <https://www.linkedin.com/company/eposaudio/>

​