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18352562
Member Experience Evolution
Description
Future workstream possibilities for Member Experience Evolution program.
No tags specified
member experience
member experience evolution
Mind Map by
Michael Thomas
, updated more than 1 year ago
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Created by
Michael Thomas
almost 5 years ago
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Resource summary
Member Experience Evolution
Trusted Advisor
IDing Behaviors
Competency Review
Focus Groups
How to coach behaviors
Quality
Supervisors
AMs
MSR Mentors
How to train behaviors
New Employee
Training Bytes
Skills Advancement
level up/gamification
Career Path
Tenure
Number of skills
Use of tools
Measurement
Agent Resume (Genesys)
Genesys
HR - How we hire
Job Description
Contractors?
How to use
How to instill culture
PARs?
Expectations of knowledge around Products and Services that aren't part of skill.
Align with Genesys?
Systems Discovery
What does an ideal system do?
Focus groups with MSRs and Leaders
Where do certain features become housed?
Referrals
Marketing Info
Other MSRs
Measurement
CCO's piece of the pie
Individual stats vs. branch
Qualitative
Offers vs. fulfillment
Personetics?
Tools
Manuals?
Manual Optimziation
USD
How to use effectively
Wizards & Calculators
Governance
Maintenance
Compliance
Creation
Trackers
POA
Call
Infor
Infor Refresh
CCO Specific
Featured Offers
Situational
USD
Products and Services Toolkit?
Comments Generator?
Right conversation at the right time
Align with "Know Me", "Show Me", "Help Me", "Reassure Me"?
Branding? - Visibility/Awareness
What is being covered by other efforts?
Define Philosophy
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