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Introducing …….Support Warriorz !

Introducing …….Support Warriorz !. A fun way to compete with your teammates for rewards!. te. Get ready to have some fun everyone!

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Introducing …….Support Warriorz !

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  1. Introducing …….Support Warriorz! A fun way to compete with your teammates for rewards!

  2. te Get ready to have some fun everyone! Within Zendesk there is an App that displays on the right hand side of the screen called Support Warriorz. It allows a “Game Master” to award experience points (XP) to agents for completing various challenges. After a certain number of XP points are awarded, you can “Level Up” and claim a reward. We are going to pilot the game starting August 5th until the end of the year. The Teranet team will compete within the Teranet Zendesk, and the Do Process Team will compete within the Do Process Zendesk . As this is a pilot, all feedback and suggestions are welcome during the pilot period.

  3. How the game is played: Points will be awarded by the “Game Master” (AKA Shelley) on a daily basis for completed challenges. Bonus challenges for any of the badges may be added throughout the month to give you more opportunity to earn points. If you have any suggestions for a fun bonus challenge, please email the Game Master! When you exceed 250 points, you will move up a level. Each time you move up a level you will receive 10 bonus points in each category. The person with the most points in each category will be awarded a warrior status for the month and a cool badge to recognize your achievement. Collect the most badges for prizes (to be determined) at the end of the year.

  4. work from home environment. Support Warriorz Challenges: Dima: Powerful Warrior (Slavic) • Be the agent with the highest number of SR’s Resolved on the Daily Report. (Awarded daily) 10 points • Be the agent with the highest individual FCR Score. (Awarded monthly) 20 points • To be awarded the “Dima” badge, earn the most points in this category for the month! • Atsushi: Compassionate Warrior (Japanese) • Receive a written compliment/testimonial from a Customer . To be eligible, it must be detailed (more than just a thank you). Eligibility will be determined by the Game Master. (Awarded when compliment received ) 50 points • Receive a perfect score for a call on your monthly Quality report (Awarded monthly) 10 points per call. • To be awarded the “Atsushi “ badge, earn the most points in this category for the month!

  5. work from home environment. Support Warriorz Challenges: • Sashenka: Helper and Defender of mankind (Russian) • Be recognized by a colleague for demonstrating outstanding teamwork, or going above and beyond for a customer. Recognitions must be in writing, contain details of why recognition is being given and can be submitted to the Game Master via email. Eligibility will be determined by the Game Master. (Awarded when recognition received ) 20 points • To be awarded the “Sashenka” badge , earn the most points in this category for the month! • Khalfani: Warrior destined to rule (Swahili) • Complete an e-learning course in the LMS on your PD day. 20 points • Attend a corporate function onsite . Examples are Town Hall, Executive breakfast, TeraLife or House League events. (Available seating will be given to the first person to request it) 30 points • To be awarded the “Khalfani” badge , earn the most points in this category for the month!

  6. Support Warriorz Challenges: At the end of the year we will celebrate our victory with awards for the person with the most badges in each of the categories: Dima: Powerful Warrior - Productivity Atsushi: Compassionate Warrior - Quality Sashenka: Helper and Defender of mankind - Teamwork Khalfani: Warrior destined to rule - Personal Development And an ultimate recognition for the most badges* at year end: Shogun: The richest and most powerful Lord (Japanese) *Must have at least one badge in every category

  7. challenging. • What do you need to do to prepare? • Add a photo to your profile in Zendesk if you have not already. If you don’t want to add a picture of yourself, add any picture that represents you (a flower, sports team, etc.) This photo will display in the Support Warriorz leaderboard. • Open the Apps window by clicking on the Apps button on the right hand side of the ticket screen in Zendesk so you can see the Support Warriorz Leaderboard. Keep the Apps screen open to see updates whenever you are working on a ticket. • Review the list of challenges, so you know what you need to do to earn points. • Save the following link as a favorite, so you can check out who received badges at the end of the month http://cscportal/Pages/Support-Warriorz.aspx • Check out the Help Center in the Teranet Zendesk site for daily badge point updates https://teranet.zendesk.com/hc/en-ca • Get ready to have some FUN!

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