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Problem : My team is responsible for many tasks, but they do not have a…

- - - - Can we track? via a report
        
        Can a goal be set?
    - - Worktypes include combination of late payments, ID cards...
    - - will probably train more associates (Cathie, Diana)
    - - What is the service level agreement to get this complete?
- - - - we are currently not hiring, and no one is applying to go other places, besides london.
    - - team set first goal this month to maintain AHT/ AWD
    - - associate idea / associate led
        
        brought forth idea for peer to peer training (similar to sbs, possibly more structure)
        
        possible A3 of having iHelp work KA updates
      - feedback recently given regarded requesting a schedule for iHelp desk
      - team of 4 answers over 100 questions in 1 month
        
        what questions are being asked
        
        iHelp tracker is time-consuming to read
      - Feedback given to have representatives provide more steps on how process was completed
        
        possible A3 for team to break down how to past resolve pain point.
      - Suggested more off the phone time for help with iHelp
        
        is the team becoming too reliant on iHelp?
    - - MCR IV Trainers : Vianey, Nikki, Lisa - possibly Jasma