Contact Center Overview

[ATMiddleton]

Create an At a Glance view of Contact Center

_Clearly define the role of Contact Center within the VFS team and ensure VA.gov User issues are resolved in a timely manner.

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Tasks

• [x] Create a document to house the overview
• [x] Define individual responsibilities for Contact Center
• [x] Define Tier 2 responsibilities
• [x] Define Tier 3 responsibilities
• [ X] Define Technical Writer responsibilities
• [x] Define Engineering responsibilities
• [X ] Define Data responsibilities _

Acceptance Criteria

• [ ] _Complete and publish an At A Glance document for Contact Center including responsibilities for each team member.

  How to configure this issue

• [ ] Attached to a Milestone (when will this be completed?)
• [ ] Attached to an Epic (what body of work is this a part of?)
• [ ] Labeled with Team (product support, analytics-insights, operations, service-design, Console-Services, tools-fe)
• [ ] Labeled with Practice Area (backend, frontend, devops, design, research, product, ia, qa, analytics, contact center, research, accessibility, content)
• [ ] Labeled with Type (bug, request, discovery, documentation, etc.)

[starlow00]

Steven Tarlow, the Contact Center team’s Technical Writer/Editor/Content Specialist, is responsible for:

• Ensuring that written content across the Veteran experience adheres to the plain-language voice, style, and tone of VA.gov
• Writing and editing material that is consistent with the VA.gov Content Style Guide, Associated Press Stylebook, and VA.gov design system
• Performing content and usability audits of VA.gov product guides and accompanying videos, working closely with VFS team PMs and VEO Contact Center
• Maintaining an annotated archive on Sharepoint for all VEO product guides and videos
• Producing and auditing VEO training materials and videos as needed
• Producing and maintaining an archive of email templates that are used to assist in Tier 2 and Tier 3 case handling in Salesforce and Ask VA (AVA)
• Handling Tier 2 Veteran service cases in Salesforce and AVA, researching more complicated Tier 3 issues as needed
• Producing and editing white papers and case studies as needed, both solo and in collaboration
• Communicating effectively and coordinating product content efforts via Slack, email, Google Docs, Zoom, Microsoft Teams, Google Meets, Confluence, GitHub, and ZenHub tickets

[ianMcCullough-ob]

Data Responsibilities

• Update all relevant DOMO dashboards with Medallia and VA411 data
• Handle all incoming Qualitative Data Requests
• Update monthly CSAT scores for Performance Dashboard
• Act as point person for all Medallia discussions
• Address any DOMO dashboard needs in addition to the regularly maintained dashboards (i.e., dashboard requests)

UX Tasks

• Perform audits for VFS teams by analyzing Medallia data and qualitative responses
• Point person for any design-related concerns or issues related to Medallia
• Address any UX research needs, including writing Research Plans, Conversation Guides, administering research sessions and analyzing results
• Idea, design and test new feedback mechanisms

[manalo-soco]

Young Lee, Tier 2 Support Analyst

• Handling Tier 2 Veteran service cases in Salesforce and AVA
• Guiding Va.gov users and Veterans in dealing with especially challenging service availability issues
• Working within team SLA to respond to Veterans in Tier 2 tickets and help with case escalations to Tier 3 and EVSS
• Documentation of Tier 2 case handling and Veteran feedback regarding resolutions and email templates produced by CC team Content specialist.

Ervin Pearson, Tier 2 Salesforce Analyst

• Manage the processing of incoming Tier 2 issues to the Support Desk via Salesforce to ensure courteous, timely and effective resolution of end-user incidents and requests
• Agenda creation and documentation for VA.gov Contact Center team and VEO/ EVSS bi-monthly syncs
• Report creating in VA Salesforce regarding case closures and escalations for Tier 2 and 3, s
• Provides support for Va.gov users and Veterans by performing problem diagnosis and guiding users through step-by-step solutions
• Ensure customer service requests (tickets) are handled timely and completely
• Overseeing customer performance analysis, customer network reporting, and SLA compliance (that is set by the VA.gov project team)
• Guiding Va.gov users and Veterans in dealing with especially challenging service availability issues, help with documentation on patterns from Va.gov service outages and website errors

Mike Manalo, Tier 2 Support Analyst Back Up

• Handling Tier 2 Veteran service cases in Salesforce and AVA
• Guiding Va.gov users and Veterans in dealing with especially challenging service availability issues
• Working within team SLA to respond to Veterans in Tier 2 tickets and help with case escalations to Tier 3 and EVSS

[aubreyarcangel]

Aubrey Arcangel, Frontend engineer, and support analyst

• Lead engineering efforts for all Contact Center team projects
• Implement and maintain the veteran feedback survey tool
• Update monthly CSAT data and maintain all technical changes for the Performance Dashboard
• Assist tier 2 and tier 3 support in QAing issues from tickets
• Design solutions to reduce tier 1 tickets

[Kimberley2019]

Kimberley Monroe-Daniels, Customer Success Manager (CSM)

• Customer Relationship Management: Build strong relationships with customers, understanding their business needs, and providing strategic guidance and support to maximize their value.
• Primary point of contact for support, acting as a trusted advisor and advocate for customers
• Onboarding and Adoption: Assist in onboarding of new team members.
• Planning and Strategy: Supervise all support aspects
• Proactive Support and Issue Resolution:
• Customer Feedback and Advocacy:
• Customer Success Metrics and Reporting:

[ATMiddleton]

Awaiting approval to update Contact Center confluence page.