Subject: MOM- Meeting with Sara today
From: Deeksha Dadu <[email-masked]>
To: "Pritish Nandi (LSM)" <[email-masked]>, Saurabh Dadu <[email-masked]>
Date: Wed, 18 Nov 2020 11:45:01 +0000

Hi Pritish,

Below are the points that were discussed during the meeting today. I have just put together a rough draft for you. Kindly review, fix and share with Sara and Heta. Please copy me and Saurabh. Also, kindly take action on all these points and send a follow up email with status on each.

  *   Pritish to brief the team again (all new and existing team members) on who they should be contacting as first line of support and questions. The first point of contact should always be Pritish.
  *
  *
Tests based on manuals to be added to the learning management system by Ashish
  *
  *   Pritish to test new agents on the manual questionnaire shared by Heta
  *
  *   Pritish to ask team to check knowledgeable everyday to read new updates
  *
  *   Pritish to coordinate with Ashish/Saurabh to get Antonio’s fresh desk settings fixed of talk feature
  *
  *   Pritish to train and encourage team to search and investigate on tickets before escalating
  *
  *   Pritish to monitor all tickets for unnecessary escalations
  *
  *   Pritish to check Closure numbers as well for team members
  *
  *   Pritish to remind all team members that chats should not be long and guide them on how to keep them short
  *
  *   Pritish to remind team that if they are stuck on a call, it is ok to tell the customer that they will check and get back instead of keeping the customer on hold and make them wait unnecessarily
  *
  *   Pritish to review EMEA schedule and advise Sara if we need to add more agents there
  *
  *   Pritish to revert on the abandoned call yesterday during test with Saurabh

Thank you

Kind regards,
Deeksha