Createcoachingopportunitiesproof ofconceptBoth Additionalinfrastructure,DevelopmentAnd LicensingSupportLeadershipDevelopment/SuccessioninitiativeProvidefeedback oncritical errorsandenhancements.Newtechnologiessuch as chatand otherprocessimprovements$19.7MMCollaboratewithBusinessAnalyst teamFY22OperationalPlanInbound CallAbandonmentRate= 95%CollectionsMaintain allsupportSLA’s duringTransition tonew CRMOperationsImprovedCustomerAwarenessAccountExecutivesBusinessSystems&TelephonyMuchBetterCustomerExperienceTechAssistPotentialfor Tech-Assistmobile appInternationalBusinessGrowthTechSupportWork WithIT/BusinessSystems toFinalizeToolsMaintainachievementof allcustomerfacing SLA'sProductSecurityandCompliancePossiblepricingpromotion toacceleratesunset2 newleadershipcourses beingdeveloped byKennan<$1.20M89.00%RetentionPlanEnsure Supportteams areprepared tomove over tophase 2Develop &ImplementPSC toolsLibraryImplementend of lifestrategy forManage DVDproductsDevelop newcoachingopportunitiesInboundResponseRate<1Minute=92%NationalAccountsSupportPlanImplementGenesysCallManager= 2,000by endof FY22SpanishLibrarysupport inMexicoGoal forFY22 =75.0%Add $150Kin ARR(~350subs)OperationalEfficienciesOperational89.00%CollectionsSupportPlanBeginDiscussionsForDevelopingCriteriaExecutePlan forImproving1st YearRetentionImplementnew BusinessSystems forSupportteamsCancelSurveyTool 2.0Createcoachingopportunitiesproof ofconceptBoth Additionalinfrastructure,DevelopmentAnd LicensingSupportLeadershipDevelopment/SuccessioninitiativeProvidefeedback oncritical errorsandenhancements.Newtechnologiessuch as chatand otherprocessimprovements$19.7MMCollaboratewithBusinessAnalyst teamFY22OperationalPlanInbound CallAbandonmentRate= 95%CollectionsMaintain allsupportSLA’s duringTransition tonew CRMOperationsImprovedCustomerAwarenessAccountExecutivesBusinessSystems&TelephonyMuchBetterCustomerExperienceTechAssistPotentialfor Tech-Assistmobile appInternationalBusinessGrowthTechSupportWork WithIT/BusinessSystems toFinalizeToolsMaintainachievementof allcustomerfacing SLA'sProductSecurityandCompliancePossiblepricingpromotion toacceleratesunset2 newleadershipcourses beingdeveloped byKennan<$1.20M89.00%RetentionPlanEnsure Supportteams areprepared tomove over tophase 2Develop &ImplementPSC toolsLibraryImplementend of lifestrategy forManage DVDproductsDevelop newcoachingopportunitiesInboundResponseRate<1Minute=92%NationalAccountsSupportPlanImplementGenesysCallManager= 2,000by endof FY22SpanishLibrarysupport inMexicoGoal forFY22 =75.0%Add $150Kin ARR(~350subs)OperationalEfficienciesOperational89.00%CollectionsSupportPlanBeginDiscussionsForDevelopingCriteriaExecutePlan forImproving1st YearRetentionImplementnew BusinessSystems forSupportteamsCancelSurveyTool 2.0

S U P P O R T - Call List

(Print) Use this randomly generated list as your call list when playing the game. There is no need to say the BINGO column name. Place some kind of mark (like an X, a checkmark, a dot, tally mark, etc) on each cell as you announce it, to keep track. You can also cut out each item, place them in a bag and pull words from the bag.


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  1. Create coaching opportunities proof of concept
  2. Both Additional infrastructure, Development And Licensing Support
  3. Leadership Development/Succession initiative
  4. Provide feedback on critical errors and enhancements.
  5. New technologies such as chat and other process improvements
  6. $19.7MM
  7. Collaborate with Business Analyst team
  8. FY22 Operational Plan
  9. Inbound Call Abandonment Rate= 95%
  10. Collections
  11. Maintain all support SLA’s during Transition to new CRM
  12. Operations
  13. Improved Customer Awareness
  14. Account Executives
  15. Business Systems & Telephony
  16. Much Better Customer Experience
  17. Tech Assist
  18. Potential for Tech-Assist mobile app
  19. International Business Growth
  20. Tech Support
  21. Work With IT/Business Systems to Finalize Tools
  22. Maintain achievement of all customer facing SLA's
  23. Product Security and Compliance
  24. Possible pricing promotion to accelerate sunset
  25. 2 new leadership courses being developed by Kennan
  26. <$1.20M89.00%
  27. Retention Plan
  28. Ensure Support teams are prepared to move over to phase 2
  29. Develop & Implement PSC tools
  30. Library
  31. Implement end of life strategy for Manage DVD products
  32. Develop new coaching opportunities
  33. Inbound Response Rate<1 Minute=92%
  34. National Accounts Support Plan
  35. Implement Genesys Call Manager
  36. = 2,000 by end of FY22
  37. Spanish Library support in Mexico
  38. Goal for FY22 = 75.0%
  39. Add $150K in ARR (~350 subs)
  40. Operational Efficiencies
  41. Operational
  42. 89.00%
  43. Collections Support Plan
  44. Begin Discussions For Developing Criteria
  45. Execute Plan for Improving 1st Year Retention
  46. Implement new Business Systems for Support teams
  47. Cancel Survey Tool 2.0