Communications Policy

Communication can prove challenging for sups and managers in the remote world. It can often be difficult to get an agent’s attention so it is unclear if the agent is at their desk working. For example, the following scenario is not uncommon:

• An agent shows offline in the Dialer

• The WFM team notifies the agent they are showing offline and there is no acknowledgement of message received

• The agent’s sup messages the agent with no reply

• The sup calls the agent in Teams and there is no answer

• The sup calls the agent's phone and there is no answer
  

  

Please carefully review this policy and adhere to the expectations outlined to avoid the above situation and prevent other similarly challenging issues that stem from poor communication. Below are the main methods of communication

• Teams chats

• Teams meetings/calls

• Rocket chats

• CXP inbox

• AIQ inbox

• Personal inbox

• Personal phone number

Teams Chat

• Make sure Teams is open and verify notifications are working correctly.

• Continually check the Teams icon for notifications of chats.

• If there are notifications, toggle to Teams to verify if the chat is urgent or directed specifically at you.

• This is true even if on a call because your supervisor may be live-listening and trying to assist you with a sale.

• Reply to chats to acknowledge receipt of messages directed specifically at you.
  

Teams Meetings/Calls

• Watch your inbox and calendar for meetings added to your calendar and be prepared to attend on time.

• If you are stuck on a call and will be late for a meeting, let your sup know via Teams chat.

• If your supervisor calls, be prepared to answer.

Rocket Chat

• Make sure Rocket Chat is open and notifications are working correctly.

• Check for notifications periodically throughout the day and reply as needed.

Inboxes

• Have your CXP inbox open on one browser and verify notifications are working correctly.

• Have your AIQ inbox open on another browser and verify notifications are working correctly.

• Also have your personal inbox ready to check.

• Check all inboxes a few times each day.

• For received emails, reply to acknowledge receipt.
  

Phone

• Make sure your phone is not silenced in case you receive a work call. Calling phones usually only happens if unable to reach an agent in a Teams chat.