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- Spoke with CS Team Trainer Ellen to determine CS/AM team training needs.
- Ellen provided current intake call course/materials - we can use.
- Create project for intake call training.
- Review current documentation of intake call training resources.
- Pull any up-to-date information from intake call scripts/materials to use on new documentation.
- Create format for intake call training documentation.
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Migrate content that was pulled from previous documentation. -
Have call with Ellen, inquire about intake call recording examples to turn into training materials. -
Listen through recordings and take notes. -
Fill out intake call SOP based on recordings and provided materials. -
Have relevant team members review documentation. -
Update doc based on feedback.
Next Actions
- Dive into intake call materials. There are courses and scripts to review.
- Determine how up-to-date the information is on these materials.
- Review Intake call recordings that Ellen sent.
- Determine knowledge gaps based on those recordings - convert them into materials for intake call SOP.
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