The JSA Program has been showing persistent performance concerns with async smiley since the channel has been introduced in the summer of 2023. Support advisors in Solstice have been greatly outperforming the JSA Program, and we need to create an action plan to increase the average quality of async interactions. Below are the commitments we made to help increase average async smiley in the JSA Program:
Create a list of stellar async interactions that our Junior Support Advisors can study
Focus our Q4 2023 homesite on how to bring Surprise & Delight to our async interactions
Curate a small collection of courses and resources that can help up-skill our Junior Support Advisors on async interactions
devanandersen
commented
9 months ago
Asynchronous Interaction Resources
The JSA Program has been showing persistent performance concerns with async smiley since the channel has been introduced in the summer of 2023. Support advisors in Solstice have been greatly outperforming the JSA Program, and we need to create an action plan to increase the average quality of async interactions. Below are the commitments we made to help increase average async smiley in the JSA Program: