Meet the Team 4

Get to the know the Team and their responsibilities

• Lecture1.1
  Organizational Chart
• Lecture1.2
  Team Responsibilities
• Lecture1.3
  Contact Information​
• Quiz1.1
  Organizational Quiz 5 questions

Management Responsibilities 3

• Lecture2.1
  Managing People
• Lecture2.2
  Team Motivation
• Lecture2.3
  Becoming a Leader

Escalating Issues 5

In this session you will learn who in each city you would be able to escalate your issues to. We will also go over best practices on how to deal with difficult guests.

• Lecture3.1
  Escalation Chart
• Lecture3.2
  Lost and Found
• Lecture3.3
  Ticket booths
• Lecture3.4
  Dealing with Difficult Guests
• Lecture3.5
  Escalating Issues: During Business Hours

Managing Inboxes 2

Supervisor will be managing a few different inboxes. Below we will go over the inboxes that you will oversee. Go over which inbox is internal and external. Also when sending request's which outbox you should include for send it from.

• Lecture4.1
  Inboxes
• Lecture4.2
  Requests

Ressup 2

This is an email inbox that we use to communicate internally though outlook.

• Lecture5.1
  Ressup- Windows version
• Lecture5.2
  Ressup- App version

Zendesk 10

Zendesk is a ticketing system, designed to help you track, prioritize, and solve customer support interactions. It helps you nurture guests relationships with personalized, responsive support across any channel.

• Lecture6.1
  Introduction
• Lecture6.2
  Dashboard
• Lecture6.3
  Views
• Lecture6.4
  Creating a Ticket
• Lecture6.5
  Comments and Macros
• Lecture6.6
  Updating and Solving Tickets
• Lecture6.7
  Triggers
• Lecture6.8
  Automations
• Lecture6.9
  Satisfaction
• Quiz6.1
  Zendesk Quiz 5 questions

Shift Responsibility 3

We will go over your day to day task. A "to-do-list" helps maintain a steady workflow, but we also know priorities change unexpectedly. With this check list it helps not be be overloaded and make necessary adjustments through out the day.

• Lecture7.1
  Opener
• Lecture7.2
  Mid
• Lecture7.3
  Closer

Talkdesk 10

Talkdesk is a unicorn cloud-based contact center, unified communications and artificial intelligence software provider founded in Portugal in 2011. It is headquartered in San Francisco, with offices in London, Lisbon, Madrid, Salt Lake City, Coimbra, Aveiro and Porto.

• Lecture8.1
  Checking VM, assigning and resolving
• Lecture8.2
  Acronym of ring groups
• Quiz8.1
  Ring groups Quiz 5 questions
• Lecture8.3
  Adding and removing ring groups
• Lecture8.4
  Changing an agents status
• Lecture8.5
  Setting up Dashboard
• Lecture8.6
  Call flows availability for concessions
• Lecture8.7
  Reviewing the dashboard
• Lecture8.8
  Reading Dashboard
• Quiz8.2
  Talkdesk Quiz 5 questions

Box Office 4

• Lecture9.1
  Checking Orders, updating orders with issues and Switching rev for rep
• Lecture9.2
  See inventory
• Lecture9.3
  Daily sales
• Lecture9.4
  Jira tickets

Teleopti 4

Teleopti is a WFM (workforce management) solutions system. Cloud offers advanced planning possibilities and operational solutions for contact centers

• Lecture10.1
  Attendance Report
• Lecture10.2
  Break schedule
• Lecture10.3
  Staffing Schedule, updating/deleting absence and notes
• Lecture10.4
  Adherence

My.HB 3

This is the back end booking engine and platform that we use to pull boarding reports and find orders that did not migrate over to Compass

• Lecture11.1
  Looking up Gift Card
• Lecture11.2
  Boarding Report
• Lecture11.3
  Opening Availability/Window tickets

Confluence 3

Confluence is a web-based corporate wiki developed by Australian software company Atlassian. Atlassian wrote Confluence in the Java programming language and first published it in 2004. Confluence Standalone comes with a built-in Tomcat web server and hsql database, and also supports other databases.

• Lecture12.1
  Creating, adding and updating
• Lecture12.2
  Updating break schedule
• Lecture12.3
  Restoring deleted page

Helm 3

Helm is a back-end ticketing system that we use to confirm old c-term gift cards.

• Lecture13.1
  Opening Helm
• Lecture13.2
  Looking up C-term GC
• Lecture13.3
  Visual- Looking up C-term GC

Galaxy 6

Back end ticketing system that us used to pull up Statue orders before it was migrated into boxoffice

• Lecture14.1
  Connecting to VPN and Galaxy
• Lecture14.2
  Canceling order that migrated from galaxy into BO
• Lecture14.3
  Voiding out tickets
• Lecture14.4
  Updating expired CC
• Lecture14.5
  Updating CC if it’s a new card number
• Lecture14.6
  Cancel and refunding

WOW buck process 1

What are Wow bucks? Our WOW bucks are given to you for exercising OSS. Upsells, high net sales, new orders, and helping each other on the floor are great ways to start! Keep an eye on the WIKI for daily contests to see how you can optimize your WOW Buck intake. WOW Bucks will go toward a giant raffle (Date TBD). Past raffles have contained cruise vouchers, Amazon Echo Dots, gift cards, Company Gear, and much much more. Most of all, WOW Bucks are in place as a reminder of how much we appreciate you! Keep the sales going and keep your eye out for ways to get your WOW Buck bank roll high. The bucks come in denominations of $1-$100, so remember to count carefully. Every $10 in WOW Bucks equals one raffle ticket.

• Lecture15.1
  Tracking, creating and sending

Outlook 2

"How to" on some outlook items

• Lecture16.1
  Merging Calendar
• Lecture16.2
  Setting Appointments

SOD training Quiz 1

• Quiz17.1
  Supervisor Quiz 30 questions