Meeting Title: ABC | Biz KPI Review Date: 2025-05-12 Meeting participants: Janiecegarcia, Yvetteruiz, Amber Lin
WEBVTT
1 00:02:53.100 ⇒ 00:02:53.720 YvetteRuiz: Hi! There!
2 00:02:55.130 ⇒ 00:02:57.369 Amber Lin: I hope you had a good Tuesday.
3 00:02:57.820 ⇒ 00:03:02.077 YvetteRuiz: I did. I did. Thank you. What about you?
4 00:03:03.036 ⇒ 00:03:08.879 Amber Lin: My parents are both in in China, so I texted them.
5 00:03:08.880 ⇒ 00:03:09.785 YvetteRuiz: Okay.
6 00:03:11.820 ⇒ 00:03:12.750 Amber Lin: I’m sorry.
7 00:03:13.480 ⇒ 00:03:14.440 YvetteRuiz: I’m sorry.
8 00:03:14.820 ⇒ 00:03:16.339 Amber Lin: Did you guys celebrate.
9 00:03:16.340 ⇒ 00:03:34.103 YvetteRuiz: Yeah, we sure did. I was. I went over to my mother’s house. So all my, my! I have a brother and a sister, and then, of course, my nieces and my nephews were there, so that was good. Hanging out with my hanging out with all of them. They’re just. It’s good to be around them. So.
10 00:03:34.390 ⇒ 00:03:38.100 Amber Lin: That’s great. And, Denise, I hope you also had a good mother’s day.
11 00:03:38.330 ⇒ 00:03:43.149 Amber Lin: Yes, thank you. We did nothing, and the boys cleaned my house so.
12 00:03:44.680 ⇒ 00:03:50.130 YvetteRuiz: Very nice, alrighty.
13 00:03:51.410 ⇒ 00:03:59.259 Amber Lin: I know you probably have to go soon. You said you kind of had to go at 11, so we’ll use.
14 00:03:59.260 ⇒ 00:04:02.631 YvetteRuiz: Both do. We gotta get on the road to Austin. We have a conference we’re headed to.
15 00:04:02.830 ⇒ 00:04:04.649 Amber Lin: Oh, dear, okay, it’s.
16 00:04:04.650 ⇒ 00:04:19.596 YvetteRuiz: But I wanted. I I wanted to meet with you. It’s just like I mentioned in my email amber. It’s I apologize. It’s just been a crazy last couple of weeks for me, so I’m just trying to get myself back on track. And then I have this conference.
17 00:04:19.899 ⇒ 00:04:27.429 Amber Lin: Yeah, I mean, it’s it’s very busy. So I totally understand. Like, I hope, this meeting help. If not, I’ll just keep emailing. You like
18 00:04:28.763 ⇒ 00:04:30.049 Amber Lin: me, too.
19 00:04:30.500 ⇒ 00:04:43.256 YvetteRuiz: I already tell myself I’m gonna I’m refocusing myself. I just need to get myself caught up in a few things, and then I’m gonna kind of shift my direction back onto Brain Forge to make sure that we’re staying on track. Well, myself.
20 00:04:45.440 ⇒ 00:04:53.939 Amber Lin: Sounds good, so there’s a few things. Let’s just go through them one by one. I think the 1st thing on my mind is
21 00:04:54.990 ⇒ 00:04:57.890 Amber Lin: Are we rolling out to the overflow agents.
22 00:04:58.130 ⇒ 00:05:05.330 YvetteRuiz: Yes, so I want to roll out to the overflow agents, and then my managers as well. So
23 00:05:05.660 ⇒ 00:05:20.070 YvetteRuiz: what I talked to Tim did. Tim told me that he went ahead and completed all his open tasks that he needed. I even checked with him this morning. I said, Tim, are they good on their end, he goes. Yes, event like I mentioned on Friday. I was.
24 00:05:20.610 ⇒ 00:05:27.359 YvetteRuiz: I’m closing out everything I had open on my end, so I wanted to confirm that amber, can you.
25 00:05:27.900 ⇒ 00:05:28.519 Amber Lin: You check on.
26 00:05:28.520 ⇒ 00:05:29.400 YvetteRuiz: On, that.
27 00:05:29.400 ⇒ 00:05:40.219 Amber Lin: Yeah, let me go check. I think the most important thing for us is we need the Api credentials. I’m gonna check where he sent that.
28 00:05:40.840 ⇒ 00:05:47.580 YvetteRuiz: Because I looked at Slack, and I didn’t see anything on slack. I personally chatted to him on our chat. This morning.
29 00:05:47.880 ⇒ 00:05:57.399 YvetteRuiz: and he goes, they should, they should. This is 48 min ago they should be complete. This app. Oh, I’m so sorry I misread his thing, he said. They should be complete this afternoon.
30 00:05:57.950 ⇒ 00:06:00.859 Amber Lin: Okay, that’s fine. That’s fine. It’s Monday, like he.
31 00:06:00.860 ⇒ 00:06:03.999 YvetteRuiz: Yeah, alrighty. Alrighty.
32 00:06:04.290 ⇒ 00:06:16.139 YvetteRuiz: Okay. So yes. So yes. I want to roll it out to the overflow agents and my leadership team. So I need to walk through that process right like.
33 00:06:17.030 ⇒ 00:06:36.149 YvetteRuiz: are we inviting them via chat? How how are we doing that again? I know the last time you guys did it, but I wanted to try to clean up the onboarding. How we send them the information. Kind of giving them the why, what are we looking for all that in the beginning. So then, that way, they know the importance.
34 00:06:37.130 ⇒ 00:06:48.150 Amber Lin: Yeah, I think last time it was we sent the list of emails to Tim, and then Tim added them, but I believe he did did say that he gave you access.
35 00:06:48.980 ⇒ 00:06:58.180 Amber Lin: Add them. So I think the only thing that we need to improve on is well, the 1st message or 1st email we sent as we grant them access.
36 00:06:58.400 ⇒ 00:07:06.090 Amber Lin: I don’t think that will take too long. I know Janice improved. Did a new version of training videos. So I guess
37 00:07:06.250 ⇒ 00:07:18.270 Amber Lin: I could write up something about why this is important. And then what do you think we need? What else do you think we need? If we have the why. And then we have improved training video.
38 00:07:18.450 ⇒ 00:07:41.030 YvetteRuiz: Yeah. So the why the improvement video? And then in there, where does it explain it? Enough to let them know? Hey, we want your feedback right? Because remember, what we encountered with our pest bunch is that there’s I’m I’m more than sure we’re gonna get more activity off our overflow agents because they’re the ones that need the they’re asking questions versus the the department that pretty much
39 00:07:41.030 ⇒ 00:07:51.710 YvetteRuiz: knows some of the stuff. So what I want them to get a message on about is the importance of hey? If you don’t get a response or something’s not clear, we need that feedback.
40 00:07:51.710 ⇒ 00:08:02.700 YvetteRuiz: Where do they go to give that right like the thumbs up thumbs down. So I just wanna be very clear. You know what I mean, the why and what do I do when I can’t get an answer, or I’m stuck, you know.
41 00:08:04.523 ⇒ 00:08:06.329 Amber Lin: Sounds good.
42 00:08:07.580 ⇒ 00:08:22.060 Amber Lin: Okay, that sounds great. I know, Janice, you’re gonna be busy. So I can outline a few things and then you can check if our training video covers all of that. If not, probably won’t take too long. We can just record a new one and then send it out.
43 00:08:22.420 ⇒ 00:08:22.940 YvetteRuiz: Okay.
44 00:08:22.940 ⇒ 00:08:23.450 Amber Lin: Yeah.
45 00:08:23.940 ⇒ 00:08:29.170 Amber Lin: Is there a time that you want to roll this out by? Would you say like, end of this week is a good call.
46 00:08:29.170 ⇒ 00:08:36.170 YvetteRuiz: That’d be great. Yeah, if we could do it by the end of this. I wanted to last week, but that’s on me. But yeah, no, yeah.
47 00:08:36.179 ⇒ 00:08:37.149 YvetteRuiz: You can do that.
48 00:08:37.999 ⇒ 00:08:44.109 Amber Lin: Okay, that sounds good. Once Tim sends up the Api, we’ll be able to
49 00:08:45.106 ⇒ 00:08:48.889 Amber Lin: create that. Let’s see.
50 00:08:49.129 ⇒ 00:08:56.377 Amber Lin: what else did you say, okay, the other parts are very technical. I don’t think it relates to us.
51 00:08:57.463 ⇒ 00:09:00.369 YvetteRuiz: Yeah, the group membership come, yeah, all that stuff.
52 00:09:00.370 ⇒ 00:09:07.399 Amber Lin: Yeah. What about like a slack channel or office hours? I want to ask about that.
53 00:09:08.950 ⇒ 00:09:10.879 YvetteRuiz: For the for the agents.
54 00:09:11.355 ⇒ 00:09:20.940 Amber Lin: Because the big problem we have now is that the usage is actually declining so we actually because we haven’t been like on on that as much.
55 00:09:20.940 ⇒ 00:09:21.350 YvetteRuiz: Yeah.
56 00:09:21.350 ⇒ 00:09:29.849 Amber Lin: Been previously. I guess we just didn’t mention enough, but the usage has not been as big as when we 1st started.
57 00:09:30.110 ⇒ 00:09:51.640 YvetteRuiz: Yeah. So we just need to talk through. Yeah. So I’m good with with doing that. But I think, Janice, that we gotta talk through is, how are we going to do regular check ins? Because she’s right? I mean, we’re in season. Everyone’s kind of stepped. But how do we keep it front and center, you know, and part of my thought was, is that we have to do some, whether it be through through slack.
58 00:09:52.170 ⇒ 00:09:57.009 YvetteRuiz: whatever that looks like for me. I always like the personal touch right like.
59 00:09:57.010 ⇒ 00:09:57.340 JanieceGarcia: Yep.
60 00:09:57.340 ⇒ 00:10:02.749 YvetteRuiz: Let me go visit with you. Let me check in. What are you having? You know, type of thing. So
61 00:10:03.850 ⇒ 00:10:14.223 YvetteRuiz: my thought, I mean if we if we can build this the slack the slack piece of it. But I just feel like if we do something on a on a daily basis. What does that look like.
62 00:10:16.970 ⇒ 00:10:19.130 Amber Lin: On a daily basis. I guess
63 00:10:19.740 ⇒ 00:10:33.854 Amber Lin: it would be, say, a morning reminder of Hey, this is what went on, and maybe we can also recap. Okay, yesterday who didn’t use it? Who used it as a morning accountability?
64 00:10:34.410 ⇒ 00:10:36.300 Amber Lin: or we could
65 00:10:36.770 ⇒ 00:10:44.549 Amber Lin: in the middle of the day, check in with everyone to see if they have user or not. But I do think, like before the day starts, is a good.
66 00:10:44.680 ⇒ 00:10:51.669 Amber Lin: It’s a good marker, because if we check in at the end of day they might realize. Oh, I haven’t used it, but they they can’t do anything about it.
67 00:10:51.670 ⇒ 00:10:52.250 YvetteRuiz: Yeah.
68 00:10:52.250 ⇒ 00:10:52.830 YvetteRuiz: Yep.
69 00:10:52.830 ⇒ 00:11:16.550 YvetteRuiz: So I like the daily thing. So one of the things. So where I know that the information of the usage was going to be sent regularly. I I’m not seeing that, and maybe please refresh. How do I know? Like cause? It would be good like the 1st time you sent that information when we 1st on boarded everyone, I did a mass email to everyone. I let them know, hey, what the Kpis or what are we seeing
70 00:11:16.550 ⇒ 00:11:29.559 YvetteRuiz: so like those type of things, I think that’s that’s good to send to them on a regular basis. Say, okay, here’s the usage, and then going over, you know. Hey? Where do I go? Can I now pull that amber, or is it you that’s still sending them
71 00:11:29.560 ⇒ 00:11:30.240 YvetteRuiz: the use.
72 00:11:30.554 ⇒ 00:11:54.429 Amber Lin: I believe that you can always pull that from the dashboard. Let me work with Annie or our engineers to see if we can also add automatically, send it to you because I don’t want to have to go to the dashboard. I know there’s a way to just download that daily on a daily cadence and send it to you. So let me try and figure that out. I think that’s very important.
73 00:11:54.710 ⇒ 00:12:15.320 YvetteRuiz: Yeah. Cause. If if I if we could get that, then it would be you know what I mean. We could generate something in the morning. We can share it kind of like the way we do. Our own kpis, you know, make it part of us. I don’t wanna say it’s part of the scorecard, but it kinda is like right there. Showing them right? And then then kind of just getting them engaged.
74 00:12:15.530 ⇒ 00:12:25.809 YvetteRuiz: Ask for questions, you know why, again, going through those things. So yeah, we can. If you can get that information for me, then we can work on kind of just what’s that gonna look like every day, and.
75 00:12:25.810 ⇒ 00:12:26.239 Amber Lin: Who’s gonna take.
76 00:12:26.240 ⇒ 00:12:27.303 YvetteRuiz: Take lead on it.
77 00:12:27.570 ⇒ 00:12:37.610 Amber Lin: Okay, sounds good. And what type of kpis do you want? So right now, we have usage and we can also get the number of feedback each person gave, so those.
78 00:12:38.000 ⇒ 00:12:41.960 YvetteRuiz: Yeah, those those 2, those 2. I think those are critical.
79 00:12:41.960 ⇒ 00:12:43.510 Amber Lin: Okay, sounds good. That’s
80 00:12:44.696 ⇒ 00:13:07.540 Amber Lin: that’s that’s good. And then do we want to host any office hours? I mean, slack channel can just get created, and it just happens on the side if they want to ask any questions. I was wondering if you guys want to, host like at least once a week, a 1 h long office hour. People can drop in if they have any questions.
81 00:13:08.050 ⇒ 00:13:11.829 YvetteRuiz: Yeah. The only thing that what was your stop process on it? Because.
82 00:13:12.200 ⇒ 00:13:24.509 YvetteRuiz: of course, we have to cover the phones right? So like our. That’s what our data people go in there and do. So. I don’t know if it’s just them automatically dropping, or is it something? Maybe we schedule? I don’t want to force it. But I
83 00:13:24.640 ⇒ 00:13:33.979 YvetteRuiz: I’m trying to think through that right. Because if we’re our phones are ringing and we’re in season right, if if 5 people just decided to jump in and I’m
84 00:13:34.130 ⇒ 00:13:36.410 YvetteRuiz: I’m out that coverage. So I need a plan
85 00:13:36.850 ⇒ 00:13:38.679 YvetteRuiz: a little bit better. Yes, because.
86 00:13:38.680 ⇒ 00:13:39.160 Amber Lin: Yes.
87 00:13:39.160 ⇒ 00:13:43.989 YvetteRuiz: There’s breaks. There’s lunches. What if somebody called out, what if we’re getting slammed with phone calls?
88 00:13:43.990 ⇒ 00:13:49.340 Amber Lin: Oh, that makes so much more sense. Okay, that makes that that makes sense.
89 00:13:49.340 ⇒ 00:13:54.040 YvetteRuiz: So I wanted to think through like what would be the best strategy to go in there and do that
90 00:13:55.460 ⇒ 00:13:57.630 YvetteRuiz: planning, or
91 00:13:59.000 ⇒ 00:14:03.409 YvetteRuiz: I don’t know I I was I that’s why I wanted to put a little bit more thought into it.
92 00:14:05.780 ⇒ 00:14:09.139 Amber Lin: I mean, in total, we have 25 people. I don’t think.
93 00:14:09.140 ⇒ 00:14:09.460 YvetteRuiz: Okay.
94 00:14:09.460 ⇒ 00:14:15.169 Amber Lin: It takes that much time to even go through it, one on one, or like 2 at the same time.
95 00:14:15.280 ⇒ 00:14:23.340 Amber Lin: I don’t think it will take that long. Like most most of the times, it’s gonna take like 5 to 10 min per person, and we can.
96 00:14:23.340 ⇒ 00:14:48.709 YvetteRuiz: Yeah, that was my thought. Probably schedule it. Then I think that that’s gonna be the best way to do it is go in there and just schedule it. Just the way we do our one on ones or any meet any other meet. So what I would do. Amber is go and say, Okay, hey, Brian, I need it all this week, or whatever whatever week we decide is I need to schedule time with everyone for this meeting. When’s the best time to go in there and do it.
97 00:14:48.950 ⇒ 00:14:50.579 Amber Lin: Do I ask Brian for that.
98 00:14:51.696 ⇒ 00:14:57.333 YvetteRuiz: I could circle back with him, and I could let him know and and I’ll copy you on the email.
99 00:14:57.710 ⇒ 00:14:59.900 YvetteRuiz: I guess we can kick this off.
100 00:15:00.070 ⇒ 00:15:03.360 YvetteRuiz: I wanna be I wanna give them heads up, though, so like I wanna be.
101 00:15:03.850 ⇒ 00:15:12.160 YvetteRuiz: send it to them and let them know. Hey, here’s what we’re going to be doing. This is what we want, because I want them to come prepared. I don’t want to be like all scared, or what do I do?
102 00:15:12.160 ⇒ 00:15:13.019 Amber Lin: Yeah, yeah, yeah.
103 00:15:13.020 ⇒ 00:15:39.960 YvetteRuiz: These meetings are gonna be, for, you know, feedback on Andy. You know, we want you to be able to talk and and express your ideas, concerns, or anything, and this is your time to do so. So what I’ll do is I’ll ask Brian. Hey? Put me a schedule together for all my pest agents. Let me see what that looks like. Once I get that schedule, I can let you know. Okay, we got the schedule amber, and then we can generate an email to the team, letting them know what we’re gonna be doing.
104 00:15:39.960 ⇒ 00:15:52.130 Amber Lin: Hmm! Sounds good I’ll say we aim for next week. It’s gonna take some time for the schedule to get done for Brian as well, and then we can sort of give a hint earlier this week. If we want kind of want to do that.
105 00:15:52.490 ⇒ 00:15:57.049 Amber Lin: That will also probably drive up the usage. If we tell them next week we’re gonna meet.
106 00:15:58.560 ⇒ 00:16:00.020 YvetteRuiz: Okay? And then.
107 00:16:00.020 ⇒ 00:16:21.478 YvetteRuiz: and also because I haven’t been able to give my once we get the overflow agents, we’ll tie them into that. But my entire leadership I haven’t been able to give them access, and I know they want to try it. I think their feedback is going to be also key, because I know that they’re very anxious about getting their data. You know how we’re in the next phase, because right now we’re only focusing on pest.
108 00:16:22.510 ⇒ 00:16:25.309 YvetteRuiz: They want their division to go to
109 00:16:25.710 ⇒ 00:16:31.320 Amber Lin: You mean, like the other divisions as well. Oh, wow!
110 00:16:31.320 ⇒ 00:16:47.370 YvetteRuiz: So they want to start testing it. One. It’ll help them get familiar with pests because they have. They have agents that report to them that could have a pest overflow skill. So a lot of times they may not know the answer. So if they have Andy, they’re able to get the answers to that.
111 00:16:47.370 ⇒ 00:16:48.330 Amber Lin: Hmm!
112 00:16:48.730 ⇒ 00:16:50.267 Amber Lin: Let me see.
113 00:16:55.760 ⇒ 00:17:03.850 Amber Lin: great! I wrote this down. Let me see, there was a few things. I think we ran through most of the items on the list.
114 00:17:07.349 ⇒ 00:17:11.790 Amber Lin: Let’s see. Oh, I I guess that’s everything about.
115 00:17:11.980 ⇒ 00:17:34.790 Amber Lin: And DI kinda also wanted to talk about the the the trainer. Bot, I know you guys probably don’t have time today. I’ll record like a video to explain how it works. And maybe if you guys get some time later this week. We can go check that so that would be helpful to get feedback on that, too.
116 00:17:35.360 ⇒ 00:17:42.296 YvetteRuiz: Yeah, if you could send it to us. I mean, I know we’re gonna be in this conference, but we are rooming together. So maybe if we get it we can
117 00:17:42.640 ⇒ 00:17:43.922 YvetteRuiz: check it out.
118 00:17:44.350 ⇒ 00:18:07.140 Amber Lin: Okay, it’s it’s right. Now. It’s pretty simple. Just a website that kinda is like, Chat don’t think there’s a login needed. We’re still figuring out if we can add it to Google, chat or not. I think that’s something that we’ll have to work with Tim. But Tim was very, very busy. The past few weeks. So that’s okay. Like we have, we have it on an interface like as long as we get
119 00:18:07.300 ⇒ 00:18:14.670 Amber Lin: we’re tweaking the insides of the prompting and everything. So as long as we get feedback, we can just eventually just copy and paste that prompt over
120 00:18:14.880 ⇒ 00:18:15.510 Amber Lin: so.
121 00:18:15.510 ⇒ 00:18:16.090 YvetteRuiz: Okay. Okay.
122 00:18:16.090 ⇒ 00:18:22.229 Amber Lin: I’ll record the video. And I’ll ask. I’ll list some questions about, like, what type of feedback we need.
123 00:18:22.730 ⇒ 00:18:40.289 YvetteRuiz: Okay, that’d be cool. I thought that it would be cool once we get to understand that, and then we can cause we meet with fault and manual. Well, we scheduled a meeting once a week. And we pretty much do the you know the questions right? So it’ll just be more efficient to go in there and have the bot do it.
124 00:18:40.560 ⇒ 00:18:40.990 JanieceGarcia: Yep.
125 00:18:40.990 ⇒ 00:18:46.811 Amber Lin: Yeah. Sounds good. Hold and manual. What do they do? Are they like trainers?
126 00:18:47.200 ⇒ 00:19:14.129 YvetteRuiz: No, so Holt is the division manager for the entire Pest division, so all the operation side. So the entire division he oversees manuals. The general manager that manages all the technicians. So they have all the insight on the protocols for the field that we need to know. So like the questions like, Okay, do we treat bees on the second story? They have to be the ones to tell us like, what are the rules for that? So when we miss some of this information.
127 00:19:14.660 ⇒ 00:19:27.029 YvetteRuiz: some of it comes from us because it’s office related stuff, right? But if it’s operations information they have to provide that to us. So then, that way we know what to say and how to schedule.
128 00:19:28.040 ⇒ 00:19:49.370 Amber Lin: I see, so it will be really helpful of. Instead of back and forth you send a list of questions. They fill it out with the bot, so it makes sure it doesn’t miss anything. And then you just do a final pass, because a lot of times I think I can imagine of you ask for something. They fill something out. And then the problem comes back again. You go back to talk about the same topic.
129 00:19:50.150 ⇒ 00:19:50.830 Amber Lin: not complete.
130 00:19:51.350 ⇒ 00:20:01.479 YvetteRuiz: And I want to perfect this amber, because this is the the part. And I know it’s like, you know, getting to understand our business right. But this is where Steven and I come together.
131 00:20:01.740 ⇒ 00:20:08.509 YvetteRuiz: or it where we get where I get frustrated a lot. And this is not with this. It’s just overall as a business. Because
132 00:20:08.740 ⇒ 00:20:30.370 YvetteRuiz: I we consistently have to be given the information from our Dms, our our division managers, right? And other people. That’s so I’m like, how is this going to happen? Right like moving forward? How does this happen? Just naturally? That’s very easy versus me having to chase down people and ask them, Hey, what about this, hey? What about that? How do we make it? Very easy.
133 00:20:30.370 ⇒ 00:20:30.990 Amber Lin: Easy.
134 00:20:30.990 ⇒ 00:20:34.609 YvetteRuiz: For us to get this stuff updated correctly.
135 00:20:34.992 ⇒ 00:20:45.319 Amber Lin: Sounds good, because essentially your department or the people you oversee relies on correct information. But that depends on someone else, which doesn’t it sounds very hard.
136 00:20:45.320 ⇒ 00:20:49.078 YvetteRuiz: Yes, yes, yes, very hard.
137 00:20:50.645 ⇒ 00:20:52.520 Amber Lin: We can use.
138 00:20:53.140 ⇒ 00:21:01.780 Amber Lin: Yeah, with that type of questions, too. I can. I’ll probably ask Scott as well, because he ran some sort of customer service knowledge, base
139 00:21:02.207 ⇒ 00:21:23.749 Amber Lin: venture before, I imagine. And he was the one who gave us the the idea of how do we? How that we should ask a lot of questions to make sure that it’s complete, so I’ll ask him how to reduce or tackle this bottleneck, and I’ll ask around. But I do think we have a good start with a trainer. Bot!
140 00:21:24.030 ⇒ 00:21:51.559 YvetteRuiz: Yeah, for for sure. I know I was meeting with our Dallas office. And you know they’re in the process of building a knowledge base, right? And so like our big question, is these things, you know, through through AI, and said, these things are all great right. But how do we make sure that it keeps up to date? And that’s where I’m kind of stuck like, how do we make sure? Because we know all the people that we need to go to. So how do we make that?
141 00:21:52.089 ⇒ 00:22:02.960 YvetteRuiz: A success? And I’m like to be determined. We’re we’ll continue working on that. And that’s what I’m relying on, you guys for, and us as well. To try to figure that out.
142 00:22:04.030 ⇒ 00:22:13.210 Amber Lin: That’s great. I was just looking through different things. I don’t think I have anything on the agenda on my end.
143 00:22:15.530 ⇒ 00:22:19.590 Amber Lin: Much. Do you guys have anything? Remember, you want to talk about.
144 00:22:21.180 ⇒ 00:22:44.950 YvetteRuiz: I just wanted to make sure that I went through everything that was pending on my end, which I knew it was the onboarding stuff getting the overflow people. For me. It’s just again making sure that when we on board the newer people that they under, they get enough information that they understand what they’re supposed to be doing with it right? And then the check ins, how are we going to check in with them? To make sure that they’re staying active and providing us the information.
145 00:22:44.950 ⇒ 00:22:45.380 YvetteRuiz: And then I do
146 00:22:45.645 ⇒ 00:22:51.219 YvetteRuiz: and then the other thing that I had was making sure tim updated you guys with whatever needed to be updated.
147 00:22:52.193 ⇒ 00:23:08.629 YvetteRuiz: And then the trainer bot, I just wanted to get more information on that. It seems like the the questions, the central docs, whatever you guys, the reformatting and everything, y’all identified what the issue was, and we’re gonna start seeing more improvements as far as like the answers that we get. Is that correct?
148 00:23:09.179 ⇒ 00:23:12.509 Amber Lin: Yeah, I’m gonna work with Janice closely on that
149 00:23:13.320 ⇒ 00:23:38.540 Amber Lin: oh, something popped up of what we mentioned last week about the structure of the of the Central Doc, of how we organize the knowledge bases. I don’t. I don’t really want to go in there and make any modifications without you guys knowing. So probably we’ll have another day where we talk through what is the best like organization. And if we start creating are the documents, and then they start having overlap
150 00:23:38.877 ⇒ 00:23:56.109 Amber Lin: how is that going to be? Because right now it is a little bit scattered? I do. It will be great if we start having more organization to the documents and just reducing any redundancy redundancies if there’s needed, because right now the central does like 200 pages long.
151 00:23:56.570 ⇒ 00:24:10.799 Amber Lin: So I’ll I’ll keep that in mind. I’ll look over closely, and I’ll give you guys like a initial proposal how it might look like. But I know this process has a lot of like internal approvals and different stuff. So that’s like.
152 00:24:11.020 ⇒ 00:24:14.985 Amber Lin: that’s less of a priority at like right now, I just want it to work.
153 00:24:15.750 ⇒ 00:24:16.250 YvetteRuiz: Exactly.
154 00:24:16.250 ⇒ 00:24:18.840 Amber Lin: In the future. I just need us to work it out.
155 00:24:19.127 ⇒ 00:24:34.660 YvetteRuiz: Well, thank you for that. So in the question. So the central doc and I, know, we talked about this and I talked it with Udem. And we talked about. So do we feel we’re at a point that we need to share this with all our Csrs and get rid of every other
156 00:24:35.010 ⇒ 00:24:44.000 YvetteRuiz: document that’s out there. Because we talked about slowly getting rid of that other documentation and then just solely focusing on the central doc. Now.
157 00:24:44.450 ⇒ 00:24:54.340 YvetteRuiz: how do we? Where are we with that? What conversations have we had? I mean, cause. That was one big thing that we talked about when Udem was when we met in person.
158 00:24:54.820 ⇒ 00:25:22.069 Amber Lin: Totally. I do want to deprecate the other documents to just reduce to one single source of truth, because right now I don’t think we we might forget to simultaneously update 2 things at the same time. I guess my question about that is, how do people search for documents right now, do they? Do? They follow like a folder structure? They just know where things are, or do they just type it in the search bar, and then something will pop up.
159 00:25:23.680 ⇒ 00:25:32.720 JanieceGarcia: The Csrs have an actual drive that is attached. So everything that you guys have, that’s all of the
160 00:25:33.250 ⇒ 00:25:54.470 JanieceGarcia: current information. But they do also have, like the ones that we had to share with you guys. And I don’t think they’re actually still in there. They’re not to where Andy can answer on all of them but as soon as those are, then the Csr drive is what they go and they search for in in Google drive, but it’s called the Csr. Pest drive.
161 00:25:55.010 ⇒ 00:25:55.830 Amber Lin: Oh, I.
162 00:25:55.930 ⇒ 00:25:58.479 JanieceGarcia: Lock that out, lock them out of that.
163 00:25:58.810 ⇒ 00:26:08.919 YvetteRuiz: But it’s so. I’m sorry. So my my question is, Janice is like everything that we’re updating in the Central Doc. Is it Updated on their drive
164 00:26:09.130 ⇒ 00:26:38.810 YvetteRuiz: because we’re not used. That’s what I’m saying is that they’re not. If they’re searching drive, they’re not using Andy, which is the goal right use Andy, because everything that’s been updated is not gonna is not. Gonna reflect on the documents that they’re using. Currently, they have got to learn how to trust this new system over here, and that’s my fear is we’ve done a lot of good updates on gotten a lot of clarifications. But if our Csr’s are still referring to the old stuff, not the Central Doc or Andy. They’re not getting the updated information.
165 00:26:39.980 ⇒ 00:26:45.850 JanieceGarcia: Yeah, so I would be okay with us, starting to go ahead and and lock them out of those
166 00:26:47.080 ⇒ 00:27:09.110 Amber Lin: Great. Let’s create if you can give me access to that. Or if we can just create a list of documents, we’ll just list. Everything that’s in the test drive, and we’ll confirm. Is this in the central talk? If yes, we, we tell them, hey, this is in a central talk. If not, we’ll try to migrate it over. I guess my question again is, do they? Do they follow a folder structure? So I guess
167 00:27:09.110 ⇒ 00:27:09.750 Amber Lin: it is.
168 00:27:09.750 ⇒ 00:27:10.230 Amber Lin: I’m part of.
169 00:27:10.230 ⇒ 00:27:11.559 YvetteRuiz: You want to show it. You want to show.
170 00:27:11.560 ⇒ 00:27:13.700 JanieceGarcia: I can show you.
171 00:27:13.700 ⇒ 00:27:27.669 Amber Lin: Love to see that because they might not be used to how they need to use a central doc right now, because they might might have to search for things versus before they. If they click the different folders and got something, then it will be it would have been different.
172 00:27:28.610 ⇒ 00:27:30.439 YvetteRuiz: So there’s the search in Google Drive.
173 00:27:31.000 ⇒ 00:27:35.660 YvetteRuiz: And then they she she searched Csr, pest.
174 00:27:36.400 ⇒ 00:27:44.330 JanieceGarcia: Csr pest, and then so it is. And so they have all the sheets in here which you guys do have all of this, because this is also in the training.
175 00:27:44.790 ⇒ 00:27:45.290 Amber Lin: The training.
176 00:27:45.290 ⇒ 00:27:46.860 JanieceGarcia: Side as well.
177 00:27:47.713 ⇒ 00:27:51.870 JanieceGarcia: And then they look at these which
178 00:27:52.270 ⇒ 00:27:54.970 JanieceGarcia: we have these and I know like this
179 00:27:55.430 ⇒ 00:27:59.510 JanieceGarcia: and this. These are in the central dock already.
180 00:28:00.780 ⇒ 00:28:15.249 JanieceGarcia: So it is a lot of the information already in the Central Doc. We, of course, need to make sure. But it’s also being updated. Any changes that have been made have been made in the Central Doc, and the changes aren’t being made in this.
181 00:28:15.770 ⇒ 00:28:16.620 Amber Lin: I see.
182 00:28:16.620 ⇒ 00:28:18.669 JanieceGarcia: This is what they’re. This is what they look at.
183 00:28:18.670 ⇒ 00:28:37.219 Amber Lin: I see. So if they need something, if it’s related to a certain type of pest they know to click the folder related to it. But if it’s non like non service related, they kind of have to scroll through all the files down there. Is that correct to find wouldn’t.
184 00:28:37.440 ⇒ 00:28:40.660 Amber Lin: Okay? Okay, this is not too sorry, anyways.
185 00:28:40.985 ⇒ 00:28:57.274 YvetteRuiz: Yeah, this is a lot. This is when we all put the Central Doc together. That was like, great like, that’s easy, right? Searching it this way versus this way, right here. So now it’s kinda like, how do we get away from this and just utilize the central doc?
186 00:28:58.050 ⇒ 00:29:21.965 YvetteRuiz: so we’re not. So again, we want the whole goal behind this right is to utilize Andy right? Utilize Andy and then utilize central Docs. If you want to get more information or go deep into the documents. But having all this stuff needs to go away because then people are just gonna keep on going over here. They’re not gonna have the right data. They’re gonna be still on the phone with customers. They’re gonna be searching. They’re gonna be getting all the wrong stuff.
187 00:29:23.040 ⇒ 00:29:23.550 JanieceGarcia: Yep.
188 00:29:23.550 ⇒ 00:29:23.950 Amber Lin: Exactly.
189 00:29:23.950 ⇒ 00:29:24.380 JanieceGarcia: Sorry.
190 00:29:24.380 ⇒ 00:29:29.900 Amber Lin: So I know we’re running out of time, but I think we ran through everything.
191 00:29:30.670 ⇒ 00:29:32.729 Amber Lin: You shared it with me, so I’ll go in.
192 00:29:32.730 ⇒ 00:29:33.190 JanieceGarcia: Yes.
193 00:29:33.190 ⇒ 00:29:40.460 Amber Lin: I know you guys are at a conference. I’ll try and create a list of everything, and then we can work together to check it off, one on one.
194 00:29:41.040 ⇒ 00:29:48.200 JanieceGarcia: Okay, sounds good. And then, as you if you do that, you can even just comment me on the sheet, and I can go in and lock it.
195 00:29:48.890 ⇒ 00:29:56.260 JanieceGarcia: So that’s not a problem. And like Yvette said, I mean, we’re rooming together. We’re we’ll talk after.
196 00:29:56.260 ⇒ 00:29:57.620 YvetteRuiz: We’ll be together for the next.
197 00:29:57.740 ⇒ 00:29:59.420 JanieceGarcia: 3 days, 4 days.
198 00:29:59.800 ⇒ 00:30:00.180 YvetteRuiz: Yep.
199 00:30:00.180 ⇒ 00:30:05.029 Amber Lin: Okay, sounds good. I hope you guys have fun.
200 00:30:05.580 ⇒ 00:30:06.100 JanieceGarcia: Thank you.
201 00:30:06.100 ⇒ 00:30:06.880 JanieceGarcia: Thank you.
202 00:30:06.880 ⇒ 00:30:07.250 Amber Lin: Barbara.
203 00:30:07.250 ⇒ 00:30:09.154 YvetteRuiz: Thanks, so much amber.
204 00:30:09.630 ⇒ 00:30:10.510 JanieceGarcia: Thank you.
205 00:30:11.100 ⇒ 00:30:11.690 Amber Lin: Meeting.
206 00:30:11.790 ⇒ 00:30:16.966 YvetteRuiz: Hey, amber! When are you gonna come down to Udem? Says he’s gonna fly you down.
207 00:30:17.290 ⇒ 00:30:18.990 Amber Lin: Boy. I hope he flies me down soon.
208 00:30:18.990 ⇒ 00:30:19.636 YvetteRuiz: Very well.
209 00:30:24.150 ⇒ 00:30:30.470 Amber Lin: My lease is coming up to end soon, so I’m probably gonna travel for a bit before I find another place to live.
210 00:30:31.090 ⇒ 00:30:32.410 Amber Lin: I’ll fire them?
211 00:30:32.830 ⇒ 00:30:34.790 Amber Lin: Maybe not. In the summer.
212 00:30:34.790 ⇒ 00:30:36.085 YvetteRuiz: Yeah.
213 00:30:37.380 ⇒ 00:30:40.629 JanieceGarcia: It’s hot. We’re supposed to have a hot week, too. No.
214 00:30:40.630 ⇒ 00:30:43.589 YvetteRuiz: I know we’re gonna be in the hundreds this week. It’s gonna be crazy.
215 00:30:43.830 ⇒ 00:30:45.180 Amber Lin: Oh, gosh, okay.
216 00:30:45.180 ⇒ 00:30:45.790 YvetteRuiz: Yeah.
217 00:30:45.790 ⇒ 00:30:46.460 Amber Lin: Alrighty!
218 00:30:46.460 ⇒ 00:30:48.170 YvetteRuiz: Alright! Well, have a good one.
219 00:30:48.400 ⇒ 00:30:49.300 YvetteRuiz: You, too, bye.