tasks training
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`. Tasks Training. Tasks. What is Task Management? A paperless approach to manage follow-up for activities such as New Start verification Expire Alerts Credit Card Expires Complaint Redelivery follow-up Retention Campaigns Interoffice communication - PowerPoint PPT PresentationTRANSCRIPT
Tasks Training`
Tasks
• What is Task Management?– A paperless approach to manage follow-up for activities such
as • New Start verification• Expire Alerts• Credit Card Expires• Complaint Redelivery follow-up• Retention Campaigns• Interoffice communication• Notification to correct Transaction or Payment Processing errors• Changes in Credit Status (2014)• Security Threshold• Payment Declines• Unrouteable Starts
Tasks
• Tasks assist Circulation users in organizing and prioritizing work to be completed– Task can be created Manually, by entering in or Processing Customer
Service transactions, Targeted Marketing and select reports– They can be assigned to individual users, or task groups– Tasks are viewed, completed reassigned escalated and annotated in
the My Task or All Tasks module– Accessible in Customer and Route Services– Task status is displayed in real-time; new tasks and updates to existing
tasks are broadcast instantly
Tasks
• When are Tasks created?– Upon entry of a transaction– Upon processing a transaction– Manual entry in Customer Services or Route Services– Report processing on selected reports– Targeted Marketing processing– Subscriber Activity Export– Modifying a Credit Status (2014)– End Publ Run, Transaction Processing, Payment
Processing, Account Billing Processing
Tasks
• Tasks are set up an maintained in the Task Management menu on the Graphical Toolbar
Tasks
• Level 1 Tasks Create an Alert
Red flashing Alert to catch the operator’s attention
Alert box pops up on screen
Tasks
• Tasks, or your paperless “to do” list– Jump in and out of Customer Services and Tasks
easily
Tasks
Tasks or “to do” list
Individual Task details
Tasks
• The Active Tasks tab can be “docked”
“To Do” list is easily accessible
Tasks
• What are the benefits?– Increased productivity
• Allows newspaper staff to easily conduct outbound activity during non-peak customer service hours
• Built right into Customer Services and Route Services, so CSR’s are working from a single window
• Uses a “push” vs. a “pull” methodology – no more running reports, and then dividing amongst customer service representatives
Tasks
• What are the benefits? Continued….– Increased Customer Service
• Tasks facilitate customer contact based on business rules, such as phoning new customers to verify delivery placement, delivery satisfaction, online access to the paper, etc.
– Awareness• Provides a total view of your customer contacts, as your
outbound activity is tracked historically along with the inbound activity (Customer Service and Route Service)
Tasks
• Task History is maintained
Date, time, user, activity and notes captured Diary of activity
for the Task
Tasks
• What is involved with the Setup?– Task Group – similar to user groups, but for Tasks– User Notification – can be notified by e-mail whenever
they are assigned a Task– Activity Code -- reassigning, escalating, completing tasks –
they all have a ‘reason’– Task Type – categories of tasks, i.e. complaint, new start,
credit card expires – Task – to set up the automated creation of Tasks as well as
define the task types available for manual task entry; there will be one entry for each process that creates tasks
– Alert – update active tasks based on subsequent tasks
Tasks
• Example: New Start Verification– The Need:
• The newspaper would like to make a courtesy call to all new readers to verify that the paper was delivered at the appropriate time, in the guaranteed location and in good condition
– The staff responsible:• Customer services representatives will call new
subscribers during off-peak customer services hours
Tasks
What event or action creates the Task
Who should be assigned to the Task when it is created
Should an e-mail be sent
Is there an activity that should update this Task
Tasks
If more than one task is generated by this event, should this task always be created?
Example, you could have a task for a complaint for customer services to call the customer, but also another task for a manager to call the carrier. If you state “Always”, both will be created. Hightest priority will only create the one with the highest priority.
How many days before the task becomes “active”. If a start is entered on 9/24 you may want to wait to call them a few days after the start.
Tasks
Can specify a specific product(s), or * (all)
Starts can create a task for a suspended start due to it having no route, or for not receiving a payment.Yes = Always.No = No tasks for suspended starts.Only = Only when the start is suspended.
How many days must pass before another task is created. Example, End Grace you may not want to select the same subscriber again until a certain period passes.
Tasks
Tasks
Just errors, or warnings, fatal messages or * for all
Process Log Alert will create one task for the Event or Process
No specifics
Tasks
One Task per error
Provides the detail of the specific error
Tasks
• My Tasks is my “queue”• All Tasks is for supervisors to allow them to
reassign, change priorities, due dates, and delete
To view your own queue, My Tasks or to see all in the groups you are assigned, Group Tasks
Tasks
• Own a Task
Use this option to “own” the Task and remove it from the Group
Tasks
• Retrieving Random Tasks– Task Groups can be set up to have “random” user access– Tasks can be retrieve one at a time at random– Available if one of your assigned groups is set up for random
access
Tasks
Reassign
Escalate
Complete
Tasks
Add notes such as “left voice mail with subscriber”. This is especially helpful when the Task is in a general group with more than one person working in the “queue”
Tasks
• Reassign – The owner of a Task can reassign to another user
or a supervisor– Only a supervisor can reassign Tasks that are
assigned to others
• Escalate– A Task may be escalated if a customer asks to
speak to a manager, for example– The escalation person is decided at the time that
the Task is created in Setup
Tasks
• Completing Tasks– When a Task has been resolved, it can be flagged
as completed– Completed Tasks will appear on the Completed
tabPrompts for date range
Tasks
Refresh
Clear
Customer Service
Customer Service Detail
Restart & Delivery Schedule Change
Start, Payment & Billing Change
Tasks
• User Statistics and User Audit
Tasks
• Overdue Tasks– Run Utilities – Overdue Tasks to identify Tasks
past their due date and generate and alert
Tasks
• E-mail messages can be sent for Tasks– User Notification
Tasks
• Ability to specify a Task Message for any automatically created Task (2014)
This message appears in the Task Detail
Tasks
• Alerts can be created to make an updated on a Task that is created if activity occurs after the Task is created– For example: If a Task is created when a new start
is processed, an alert might be set up to add a note to the task if the subscriber then stops
• Transaction entry and processing are the only two event types that can update tasks based on alerts
Tasks
• Alerts can update the Task in the following ways:
– Add a note– Reprioritize the task– Reassign the task– Escalate the task– Complete the task– Send an e-mail message
Tasks
• Tasks are setup and maintained entirely in the Task Management menu
• Can easily be set up in a day• Start small: Too many Tasks at one time will
be overwhelming• Use the NEWSCYCLE Solutions 2014 User
Manual as a guide for setup
Thank you for attendingTasks Training
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