Hi Partners Hope you are doing great
*Program Manager* *Austin TX* *Requirement* Document day to day tasks for running the program: Morning - check the system in the morning to make sure it's sending chat leads to all departments and no visitors are waiting in the queue; Be available during normal business hours to handle system outages and disaster recovery efforts; React to Phishing attacks by instructing Etech to put up the warning, checking that it gets done properly and timely or doing it yourself, if needed. Reporting: Monitor Etech three times a day. Report on chat leads and inquire/analyze if below average. Analyze BoldChat's week-over-week chat funnel. Look for any abnormalities and find the source, if needed; Monitor the daily BoldChat daily operator reports; and run custom reports for optimization tests and for requests by other team members. Troubleshooting: If leads fall well below average, conduct day of troubleshoot to try and pinpoint source. If daily lead trends fall over time, pull custom reports and analyze to find cause or area of influence. Etech: Lite communication with Etech by answering questions and coordinating with proper teammates. Operator setup and training: Send welcome email to new sales reps with training and setup instructions. Request BoldChat setup account. Once they pass the quiz, send login info. Occasionally give new reps one-on-one help at their desk. BoldChat: Weekly calls to review week-over-week report. Discuss system capabilities and how site experience priorities might better utilize BoldChat. Review Integration points with the site – rules, frequency, templates, etc. Discuss any new best practices or finding we could be applying. Try to make the most out of our Pro-serviecs Account. Etech: Weekly calls to review stats. Analyze chat transcripts to find areas of improvement. Deliver edited canned statements and coaching recommendations. Look for ways to utilize Etech's reporting capabilities to reveal optimization areas and try to make the most of the additional services they can provide. A/B testing: Protocol, process, etc.and Implementation. Console training. Thanks Chetan Mintex technologies INC 50, Craigwood Road , Southplainfield NJ 07080 732-889-1305 Email: [email protected] -- You received this message because you are subscribed to the Google Groups "US_IT.Groups" group. To unsubscribe from this group and stop receiving emails from it, send an email to [email protected]. To post to this group, send email to [email protected]. Visit this group at http://groups.google.com/group/us_itgroups. For more options, visit https://groups.google.com/d/optout.
