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Mood Ops Issues 26.2.21 - Coggle Diagram
Mood Ops Issues 26.2.21
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Lack of visibility
No easy way to for agents or management to see call ques mean that calls spike and the people that need to know about it do not know. Checking Buddy every 2 minutes is not a solution for this, we need to get it up on a board of some kind.
No easy visibility of backlogs for support or management means that those who need to know where we are up to do not know. This information should go into a display and be visible easily. Emails, tickets, fulfilment backlog, It sometimes feels like the business wants to ignore these facts when they could be using them to improve and be aware of spikes and larger issues
Can we please please please setup a leave / sick calendar as we never have any idea who is here and who is not, who is WFH. The whole thing relies on the person sending an email, but this only happens about half the time
Innovateq
Templates for tech visits of all types desperately need to be standardized and updated. We are wasting a lot of money due to insufficient templates. Templates should be re-done with all stakeholders including IT and consulation with inoovateq
With a backlog and lack of process there are no checks that are done to ensure that jobs are completed, we just rely on them to complete jobs and hope none slip through the cracks.
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Profusion iH
Blake, you know IH issues better than us. But can we please please please get heartbeat active for more customers, even if they need to change the HB service to https so that more IT departments are ok with it.
Customer Experience
Working without a ticketing system means that any reply to a customer would add another 2-3 weeks, even, 3-4 months in some cases to resolution time. This is absolutely insane