Goal: Get our relevant department heads in a room to make real-time decisions about agents’ questions with their support cases. Questions will center around technical complications and process questions.

We think our entire maintenance process will be more efficient if we batch certain questions each week during this meeting; however this meeting is supplemental to our normal workflow, so support agents should continue to use current processes to get questions/requests addressed.

Support agents: You will be asked to submit the questions/requests to address with the team by end of each Friday, so we can ensure the right people attend.

Questions should involve a specific case that is stalled/not moving forward due to some complication or unclear process.

Good example questions for this meeting:

• Richland, WA can’t login to active directory 2-3 days every week. Who should we assign this to—Rick, Yuliang, or someone else?
• Wellington, FL can’t connect to VMC even after adding vmc.visioninternet.com to their firewall. How far should Vision go to help them?
• Santa Clara, CA’s SSL installation on premium DR failed, and the client didn’t like Simpatico’s explanation. Can I get help answering their questions?

Bad example questions for this meeting:

• Questions that can be answered in Online Reference: e.g. “How can clients accept payments with Facility Reservations?”
• Status updates: e.g. “I haven’t heard back on this Wrike ticket. What gives?” (Ping the resource again in Wrike first; if no response, ping that team’s manager.)
• Personnel concerns: e.g. “I have a problem with ___person___’s work.” (Bring this to your manager first.)