[x] Mental health/Personal check-in
[x] Topics review (both you and myself)
[x] KPI Review
CSAT: 100% Goal is 96% or higher
Median handle time: 43m 32s Goal is 1h or less
Median first response: 3m Goal is 5m or less
Conversations replied to: 39 Goal is 30 or more
Closed conversations: 23 Goal is 30 or more
Median responses per conversation: 4 Goal is 7 or less
Number of escalations in past week: 2
60-day initiative tackling by next week.
Ronen to create a draft recategorizing articles by July 17, 2024.
[x] Are there any new or repeated challenges or roadblocks you're facing in completing your workload?
Product knowledge and tool finding- there is improvement in the tools. Need accounting resources. Identifying errors vs features.
[x] What goals or objectives have you set for yourself this upcoming week?
[x] Is there any specific area or skill you would like to improve upon?
LEDES, trust accounting, contingency firms/billing, general accounting knowledge.
[x] Do you have any suggestions or feedback on team processes, communication, or collaboration?
[ ] Closing