Communications
- Michael Gaudette (Unlicensed)
Communication can prove challenging in the remote world. It can often be difficult to get an agent’s attention making it is unclear if the agent is at their desk working. For example:
An agent shows away in Five9
Management messages the agent with no reply
Management calls the agent in phone and there is no answer
Below are the main methods of communication:
Rocket chat
CXP inbox
Personal inbox
Personal phone number
Agents are expected to be able and ready to receive and respond to communications coming to any of the items listed above.
Inboxes
Have your CXP inbox open on one browser and verify notifications are working correctly.
Have your personal inbox ready to check.
Check all inboxes a few times each day.
For received emails, reply to acknowledge receipt.
Personal 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 via other methods.
Check ADP to verify your phone number is listed correctly. If not, notify management.
If you are showing unproductive in Five9 and you cannot be reached then you may be punched out of ADP.
Failure to respond to communications in a timely manner may result in corrective actions up to and including termination of employment as deemed appropriate dependent on the frequency and severity of the problem.