Subject: Re: New Process - Luck Genome
From: Subir Chakma <[email-masked]>
To: "Kartik p . rao" <[email-masked]>, amit shukla <[email-masked]>, Abhishek Shrotriya <[email-masked]>, "Mouna bouabdallah" <[email-masked]>, Rishabh Sharma <[email-masked]>
Cc: Deeksha Dadu <[email-masked]>
Date: Wed, 15 Jul 2015 14:56:15 +0530 (IST)

Hello, 

I look forward to meeting the team! 

We'll be meeting through GoToMeeting tomorrow (Chantelle has sent invites) and here's a basic rundown of what we'll be covering: 

15.07.2015 - Introduction 
- Introductions, exchanging contacts.Rundown of basic duties/coverage. 
- Introduction to the game: features, communication channels. 
- Introduction to community: Fan Page, SC Hangouts, Rachel Williams 
- Types of players, goals of inbound and outbound communication (personal touches, first time resolutions). 

16.07.2015 - Tools (pt.1) 
- Zendesk overview. 
- Back end tools: Admin tool 

17.07.2015 - Tasks (pt. 1) 
- Categorization of tickets (+ escalations of spikes), Daily Ticket Report 
- Ticket handling (order of importance, types of tickets) 
- Reported issue handling + escalations 

See you soon! 

Elitsa Todorova - Elitsa is the Support Team Leader at Luck Genome and she will be managing the day to day and the agents training. 

From: "Subir Chakma" <[email-masked]> 
To: "Kartik p . rao" <[email-masked]>, "Subir Chakma" <[email-masked]>, "amit shukla" <[email-masked]>, "Abhishek Shrotriya" <[email-masked]>, "Mouna bouabdallah" <[email-masked]>, "Rishabh Sharma" <[email-masked]> 
Cc: "Deeksha Dadu" <[email-masked]> 
Sent: Tuesday, July 14, 2015 10:35:28 PM 
Subject: New Process - Luck Genome 

Hello All, 

Good news we got a new client. All marked to this email, go through the attached manual and site in lean periods. 

We have a training with client tomorrow- WED, 4PM IST. All must be ready before time. 
Kartik, youc an attend from home as you have night shift. 

Good luck and hard work guys! 

Regards 
Subir