1. News from Around the Company
a. Memorial Day IVVR
b. ZIS Rebranded as ZI. An FAQ will be available soon, we will be asking for interest. Think about it.
c. Stratus Video Buzz
i. Large need for the LEP Population, this could be a HUGE opportunity for Z
d. New Products to be launched at the NAD conference, we have not seen them, but looking to make a splash at NAD again.
2. VI Related
a. WFM Update – Minutes are still increasing, we are just overstaffed
i. Standard Call center is 80%+ occupancy, Z Board approved a 60%+ Occupancy
1. Occupancy is Conversation Minutes/Login Minutes
a. Our April 59.6……….May MTD 56.4
b. Nationwide Center Report
i. Monthly Reports sent out to each center by Aaron. This report is the Management Team report.
1. Being clear in sign and digital white board
2. Smooth and seamless VCO
3. Establishing call backs when spontaneously disconnected
iii. Areas of Focus
1. Using sim-com consistently
2. Attending 100% to the customer (not typing, looking at profile, talking off screen, etc)
3. Clarifying signs or information with customers
c. IMIA – Internaltional Medical Interpreter Association
i. Z is working with IMIA to encourage RID to develop a national Medical certification and at some point kat would like ALL Z interpreters to be medically certified. Preliminary discussions
d. ZEU’s now have CEU’s Kinda
i. Professional Development Program
ii. Medical July 12 & 24th 5p – 8p CT
iii. If anyone is interested in presenting please contact Krista Dillman
iv. Medical Flyer Attached
e. Branching Out
i. #7 - Shhhh
ii. #8 – Professional Dev
3. MCC Related
a. Daily Checklists in each MCC Site (2) documents attached.
b. New Site online – Blaine, welcome Tammy
c. New VI starting to train next week Wednesday, Diane Black in the Longwood Center. I will be spending the lionshare of my time training.