Cert Workshops will be managed by supervisors assisting as “Workshop Leads.”
Workshops will be scheduled in agents' calendars.
Supervisors will assist as Workshop Leads for their respective teams.
The meeting invite for the Workshop will outline some resources for agents to assist them.
Workshop Leads should follow this process:
Begin each session on time.
Keep track of who should be joining at which times. If an agent is 5+ min tardy then reach out to the agent to get them into the Workshop and notify WFM of any attendance occurrences.
Review the Agent Workshop Expectations Guide with each agent as they join
Go through the step-by-step guide with each agent as they join.
When an agent completes a cert:
The agent must email their sup with a screenshot of the cert completion proof as instructed in the step-by-step guide.
Their sup should immediately complete the Cert Completion Proof Form with the screenshot proof attached.
When an agent fails a cert exam, the Workshop Lead should follow the steps outlined in the Failed Cert Exams guide including the completion of the Failed Cert Exam Tracking Form (link below).
When an agent experiences technical difficulties:
Ensure the agent has attempted all troubleshooting steps outlined in the Cert Troubleshooting Guide.
Chat internal cXp IT to assist if needed.
When an agent cannot proceed due to issues related to the carrier or the carrier portal which are outside the scope of the internal cXp IT team, a Carrier Ticket should be created (link below).
Send an End of Day Status report on each agent’s progress to Mike Gaudette.
This information will be crucial to determine who needs to be rescheduled due to absences or who needs additional time scheduled for failure to complete within the allotted time.