NewsLetter Running October - With Speaker Notes 2

[Audio] Welcome to our October Hallow-Win newsletter. This month's theme is turning everyday challenges into team wins through quality, service, recognition, learning, and attention to detail. As we go through the update, let's celebrate the progress we made and keep the focus on creating positive student experiences. Thank you to everyone for the teamwork, support, and consistent effort throughout October..

[Audio] Let's begin with our October QA results. Our overall running QA average is 92.00% across 42 audits. Tymias recorded 95.14% from 7 audits, Marvin recorded 93.00% from 12 audits, Ryan recorded 91.31% from 10 audits, and Tykesha recorded 90.00% from 13 audits. These results show that every team met or exceeded the 90% expectation. Let's continue reviewing feedback, applying the correct process, and documenting every ticket accurately. The quartile ranges shown at the bottom help us understand the score distribution and where continued coaching or reinforcement may be useful..

[Audio] Our running October CSAT average is 93.33%, based on 138 attributed surveys in the reporting file. This slide also recognizes technicians with perfect 100% CSAT results. The survey volume is shown to provide context alongside each score. Thank you to everyone who created a positive customer experience. Let's continue listening carefully, communicating clearly, and taking ownership until the concern is resolved. Remember that every interaction can strengthen the customer's confidence in the SNHU Service Desk..

[Audio] Congratulations to Waki for being recognized as the Stefanini Idol champion. This achievement reflects talent, preparation, dedication, and the courage to represent Stefanini beyond day-to-day service desk work. Thank you, Waki, for representing the organization with excellence and for reminding the team that different talents can contribute to the same goal. Let's give Waki well-deserved recognition for this outstanding accomplishment..

[Audio] This slide introduces the new incident resolution codes. The purpose of the update is to describe more accurately how service was restored and to improve reporting, learning, and customer outcomes. Please review all nine options carefully before selecting a code. Choose the code that best reflects the actual resolution, not simply the quickest or most familiar option. Pay particular attention to the difference between customer guidance, a local configuration fix, a technical service restoration, an existing incident, a workaround, and a resolved problem record. Clear and accurate resolution coding helps the team identify patterns, improve knowledge, and tell the complete story of the support provided..

[Audio] This is our Hallow-Win Kudos Corner, recognizing Angel Asanz, Sean Comer, and John Garcia for positive customer feedback. The comments highlight professionalism, patience, knowledge, kindness, and staying with the customer until the issue was resolved. Thank you to these technicians for demonstrating the service behaviors we want customers to experience consistently. Let's use these examples as a reminder that clear communication, active listening, and ownership make a meaningful difference..

[Audio] A reminder that the 2026 Information Security Training, Module 10 on URL Recognition, is due by November 20. All technicians are asked to complete the module as soon as possible rather than waiting until the deadline. The training supports safer browsing habits, stronger URL awareness, and better identification of suspicious links. Please make time to complete the module and apply the learning when reviewing links in email, tickets, and support resources..

[Audio] Before creating, resolving, or closing a RITM, please double-check every required detail. Previous QA findings identified cases where the agent's name was entered instead of the student's name. Always verify that the student's correct name and information appear in the appropriate fields. Confirm that all required fields are complete, review the entry for typing errors, and make sure the documented details match the work performed. A brief final review protects quality, prevents rework, and supports a better student experience. Thank you for continuing to make accuracy part of every ticket..