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Selection
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Request Reasons
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Points of Contact
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Active Service Inquiry
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- Internal concerns with an active job
- Client inquiries about an active job
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- Stephanie Henley
- Echo Team
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Completed Service Inquiry
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- Call review request (WFE)
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- Katie Myers
- Christina Shurtz
- Christina Asencio
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- Coaching request: Specialist performance
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- Stephanie Henley
- CCO Supervisors
- WFE
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- Completed job review request
- Report a client complaint
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- Glen Skinner
- Customer Experience Team
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- Coaching request: Primer Agent Performance
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Client Onboarding, Client Expansion, Ops Performance
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- New client announcement
- New products or services for clients
- Reporting requests for Ops Performance (SLA, KPI, etc.)
- RFI/RFP requests
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- Alex Belove
- Justyn Spikerman
- Christina Asencio
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Process or Training Change/Request
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- New Ops process proposal
- Updates to existing Ops process proposal
- Changes with systems that affect Ops (Smart Admin or Rescue, including new tasks)
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- Alex Belove
- Christina Asencio
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HONK Command Center - (Non-Urgent)
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- Planned & unplanned maintenance
- Job/call volume changes
- AI Tool Requests
- System Outage Reports
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- HCC
- Alex Belove
- Chuck Bennett
- Justyn Spikerman
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- Telephony requests
- Routing change requests
- Dispositions updates or additions
- Queues/Skills requests
- Verint or Five 9 support
- System access requests or changes
- Password resets
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- Systems Support
- Chuck Bennett
- Justyn Spikerman
- Alex Belove
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Bug Submission
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- HCC
- Alex Belove
- Chuck Bennett
- Justyn Spikerman
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T&D Request (Ops Internal Use Only)
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- New process requests
- Requests to Update existing processes
- Simple email announcements to be delivered to the team
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- education@honkforhelp.com
- Christina Shurtz
- Christina Asencio
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Network Performance Operations
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- To report issues of SP behavior/performance (Outside the scope of thumbs down)
- To request information re: damage claim/subrogation effort
- Inquiries Re: data/reporting for accounts payable
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Network Supply Operations
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- Requests for data Re: network health/supply
- Request for process/information Re: SP onboarding
- Inquiries Re: Compliance (SP insurance/background checks
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Ops Product Enhancements
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- Product Enhancements
- New product requests
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HONK Zendesk Enhancements
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- Product Enhancements
- New product requests
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