ࡱ>  m_ #$ !"%&*'()XY,-./0123456789:<=>?@ABCDEFGHIJKLMNOPQRSTUVWZ[]\^`a~bcdhefgijklmnopqrstuvwxyz{|}Root Entry2 F__substg1.0_003B0102*G__substg1.0_003D001F*__substg1.0_003F0102*x__substg1.0_0040001F* *__substg1.0_00410102*!`__substg1.0_0042001F*#(Islam h Soliman (RCC)ܧ@B+//O=RAYA/OU=CONTACT CENTER MAADI PARK/CN=RECIPIENTS/CN=HOSSAM_SZAYEDHossam S Zayed (RCC)ܧ@B+//O=RAYA/OU=EXCHANGE ADMINISTRATIVE GROUP (FYDIBOHF23SPDLT)/CN=RECIPIENTS/CN=ISLAM H SOLIMANIslam h Soliman (RCC)c=US;a= ;p=RAYA;l=WP-RCCMP-MB-150316140614Z-947464__substg1.0_00430102*$x__substg1.0_0044001F*&*__substg1.0_00470102* '3__substg1.0_00510102*(_EX:/O=RAYA/OU=EXCHANGE ADMINISTRATIVE GROUP (FYDIBOHF23SPDLT)/CN=RECIPIENTS/CN=ISLAM H SOLIMANEX:/O=RAYA/OU=EXCHANGE ADMINISTRATIVE GROUP (FYDIBOHF23SPDLT)/CN=RECIPIENTS/CN=ISLAM H SOLIMANEX/O=RAYA/OU=CONTACT CENTER MAADI PARK/CN=RECIPIENTS/CN=HOSSAM_SZAYED__substg1.0_00520102*!*___substg1.0_0064001F*,__substg1.0_0065001F**-__substg1.0_0070001F*0>Ask Me (DQ Knowledge Smart App)_Z%7GNV(A0WEX/O=RAYA/OU=EXCHANGE ADMINISTRATIVE GROUP (FYDIBOHF23SPDLT)/CN=RECIPIENTS/CN=ISLAM H SOLIMANEX/O=RAYA/OU=EXCHANGE ADMINISTRATI__substg1.0_00710102*#%1__substg1.0_0075001F*2__substg1.0_0076001F*$(3__substg1.0_0077001F*6__substg1.0_0078001F*')7__substg1.0_007D001F*__substg1.0_007F0102*&.:P__substg1.0_0C190102*<`VE GROUP (FYDIBOHF23SPDLT)/CN=RECIPIENTS/CN=ISLAM H SOLIMAN<8D58C8994D93404C893E2780D58DF31CBDDBCB3D@wp-rccmp-mbx01.ContactCNTR.raya.corp>ܧ@B+//O=RAYA/OU=CONTACT CENTER MAADI PARK/CN=RECIPIENTS/CN=HOSSAM_SZAYEDHossam S Zayed (RCC)EX:/O=RAYA/OU=CONTACT CENTER MAADI PARK/CN=RECIPIENTS/CN=HOSSAM_Received: from WP-RCCMP-MBX01.ContactCNTR.raya.corp ([::1]) by wp-rccmp-ch01.ContactCNTR.raya.corp ([fe80::956:5b81:d00e:cf3%10]) with mapi id 14.01.0218.012; Mon, 16 Mar 2015 16:06:15 +0200 Content-Type: application/ms-tnef; name="winmail.dat" Content-Transfer-Encoding: binary From: "Hossam S Zayed (RCC)" <Hossam_SZayed@rayacorp.com> To: "Jamal G. Qadir - 950130 (jqadir@thecontactcentre.ae)" <jqadir@thecontactcentre.ae>, "Amir Knjo Allaham - (aallaham@contactcentre.ae)" <aallaham@contactcentre.ae>, "Islam h Soliman (RCC)" <Islam_hSoliman@rayacorp.com>, "Nahla Elmaghraby (RCC)" <nahla_medhat@rayacorp.com>, Rcc-Quality-EtisalatDQ <Rcc-Quality-EtisalatDQ@rayacorp.com>, Rcc-Teamleaders-EtisalatDQ <Rcc-Teamleaders-EtisalatDQ@rayacorp.com>, RCC-EtisalatDQ-Trainers <RCC-EtisalatDQ-Trainers@rayacorp.com>, Rcc-EtisalatDQ-Supervisors <Rcc-EtisalatDQ-Supervisors@rayacorp.com> CC: "Sourabh Ghosh (sghosh@etisalat.ae) (sghosh@etisalat.ae)" <sghosh@etisalat.ae>, "Mohamed Anwar Ahmed Abdelbaky (mabdelbaky@etisalat.ae)" <mabdelbaky@etisalat.ae>, Hany Farag <Hany.farag@etisalat.com>, cc_plakshmi <cc_plakshmi@thecontactcentre.ae>, "Lamya Saeed (lamyas@thecontactcentre.ae)" <lamyas@thecontactcentre.ae>, "Mohamed Kassim (mkassim@etisalat.ae)" <mkassim@etisalat.ae>, "EISSA MOHAMED QUL MOHAMMED (emohamme@thecontactcentre.ae)" <emohamme@thecontactcentre.ae>, "Badria M. Rashid Al Ali (brashid@etisalat.ae)" <brashid@etisalat.ae>, Ahmed Imam <ahmed_imam@rayacorp.com>, Caroline Antoune <Caroline_Antoune@rayacorp.com>, "Marwa Ghoribe (RCC)" <Marwa_Ghoribe@rayacorp.com>, "Yasser Sharaf (RCC)" <Y.sharaf@rayacorp.com>, "Rania Ashour (RCC)" <rania_ashour@rayacorp.com>, "Soha F Mahmoud (RCC)" <soha_fmahmoud@rayacorp.com>, "Yasser Taher (RCC)" <yasser_taher@rayacorp.com>, "Fouad O Bedeir (RCC)" <fouad_obedeir@rayacorp.com>, "Ebrahim El Qassas (RCC)" <ebrahim_elqassas@rayacorp.com>, "Ibrahim Gamal (RCC)" <Ibrahim_GIbrahim@rayacorp.com>, "Mohamed Esmail (RCC)" <mohamed_esmail@rayacorp.com>, "Emad Abdo (RCC)" <emad_wabdo@rayacorp.com>, "Amr D Hassan (RCC)" <Amr_DHassan@rayacorp.com>, RCC-Etisalat Collection Quality Assurance Team <RCC-EtisalatCollectionQualityAssuranceTeam@rayacorp.com>, Rcc-EtisalatOutbound-Quality <Rcc-EtisalatOutbound-Quality@rayacorp.com>, RCC-Auditing-Team <RCC-Auditing-Team@rayacorp.com>, Rcc-BusinessAnalyst-Etisalat <Rcc-BusinessAnalyst-Etisalat@rayacorp.com>, RCC-QA Specialists <RCC-QASpecialists@rayacorp.com> Subject: Ask Me (DQ Knowledge Smart App) Thread-Topic: Ask Me (DQ Knowledge Smart App) Thread-Index: AdBf4VqwjP4ltze9R524TlYoQcYw+AADV4Cg Importance: high X-Priority: 1 Date: Mon, 16 Mar 2015 16:06:14 +0200 Message-ID: <8D58C8994D93404C893E2780D58DF31CBDDBCB3D@wp-rccmp-mbx01.ContactCNTR.raya.corp> References: <8D58C8994D93404C893E2780D58DF31CBDDBCA97@wp-rccmp-mbx01.ContactCNTR.raya.corp> In-Reply-To: <8D58C8994D93404C893E2780D58DF31CBDDBCA97@wp-rccmp-mbx01.ContactCNTR.raya.corp> Accept-Language: en-US Content-Language: en-US X-MS-Has-Attach: yes X-MS-Exchange-Organization-SCL: -1 X-MS-TNEF-Correlator: <8D58C8994D93404C893E2780D58DF31CBDDBCB3D@wp-rccmp-mbx01.ContactCNTR.raya.corp> MIME-Version: 1.0 X-MS-Exchange-Organization-AuthSource: wp-rccmp-ch01.ContactCNTR.raya.corp X-MS-Exchange-Organization-AuthAs: Internal X-MS-Exchange-Organization-AuthMechanism: 04 X-Originating-IP: [192.168.0.34] __substg1.0_0C1A001F*+->(__substg1.0_0C1D0102*?G__substg1.0_0C1E001F*,0A__substg1.0_0C1F001F*BSZAYEDEX/O=RAYA/OU=CONTACT CENTER MAADI PARK/CN=RECIPIENTS/CN=HOSSAM_SZAYEDSourabh Ghosh (sghosh@etisalat.ae) (sghosh@etisalat.ae); Mohamed Anwar Ahmed Abdelbaky (mabdelba__substg1.0_0E02001F*/1__substg1.0_0E03001F*E__substg1.0_0E04001F*"B\__substg1.0_0E1D001F*d>ky@etisalat.ae); Hany Farag; cc_plakshmi; Lamya Saeed (lamyas@thecontactcentre.ae); Mohamed Kassim (mkassim@etisalat.ae); EISSA MOHAMED QUL MOHAMMED (emohamme@thecontactcentre.ae); Badria M. Rashid Al Ali (brashid@etisalat.ae); Ahmed Imam; Caroline Antoune; Marwa Ghoribe (RCC); Yasser Sharaf (RCC); Rania Ashour (RCC); Soha F Mahmoud (RCC); Yasser Taher (RCC); Fouad O Bedeir (RCC); Ebrahim El Qassas (RCC); Ibrahim Gamal (RCC); Mohamed Esmail (RCC); Emad Abdo (RCC); Amr D Hassan (RCC); RCC-Etisalat Collection Quality Assurance Team; Rcc-EtisalatOutbound-Quality; RCC-Auditing-Team; Rcc-BusinessAnalyst-Etisalat; RCC-QA SpecialistsJamal G. Qadir - 950130 (jqadir@thecontactcentre.ae); Amir Knjo Allaham - (aallaham@contactcentre.ae); Islam h Soliman (RCC); Nahla Elmaghraby (RCC); Rcc-Quality-EtisalatDQ; Rcc-Teamleaders-EtisalatDQ; RCC-EtisalatDQ-Trainers; Rcc-EtisalatDQ-SupervisorsAsk Me (DQ Knowledge Smart App)<8D58C8994D93404C893E2780D58DF31CBDDBCB3D@wp-rccmp-mbx01.ContactCNTR.raya.corp>__substg1.0_1000001F*35+F__substg1.0_10090102*;K9__substg1.0_1035001F*48e__substg1.0_1039001F*hDear All, It s the time of Description: Description: Description: cid:image001.jpg@01D05FF0.82F21F80 On behalf of RCC DQ team, I would like to share with you the latest knowledge app with an amazing search engine Ask Me Description: Description: Description: cid:image010.jpg@01D05FF0.82F21F80 Description: Description: Description: cid:image011.jpg@01D05FF0.82F21F80 Description: Description: Description: cid:image012.jpg@01D05FF0.82F21F80 Ask Me Highlights Unified knowledge reference containing the below: o Quality Tips o Exceptions o Number ranges o Brands o Agencies Cars Watches Motorbikes Etc& . o Maps o Malls o Hotels o Landmarks Smart search engine User friendly Updates will be updated on spot Plain UAE culture training through Pics, Maps Ask Me Benefits Unified knowledge reference for staff Supporting trainers while delivering initial PK training and for sure decreasing the exerted efforts with trainees to memorize number ranges/quality tips/etc& Decreasing the learning curve for our new comers Smart tool supporting trainees/new CSRs and Old CSRs and makes all inquiries/info/number ranges as a piece of cake A solid tool for sure will contribute in decreasing customer efforts and enhancing customer experience Ask Me Journey Individual Efforts o Since Sep 2011 till Jan 2015 a lot of individual efforts have been exerted in this field o Starting with excel sheets created by CSRs QA team stopped such sheets due to some wrong/outdated info o QA team launched a consolidated quality tips using excel format, however the search engine stills needs a lot of work to make it much more easier on our staff Splendid Initiative o Three months ago one of our CSRs (Islam Mohamed) created a basic consolidated knowledge sheet using access format o QA team pulled him out of queue after coordinating with DQ Ops managements o For more than two consecutive months of work and amazing efforts done by Islam and RCC QA team, knowledge app has been finalized and now it is the time of testing by CSRs o Testing phase done successfully for 2 weeks on sample of CSRs and after working on all their comments/suggestions Presenting the App to UAE VP o The App was presented by QA supervisor and OP AM to MR. Sourabh during his visit to RCC and he was delighted with it and advised to share it with UAE, as it for sure will have a profound positive impact on DQ s continuous success APP Training o QA team will deliver training sessions covering all HC (CSRs/TLs/TR) starting tomorrow Tuesday March 17th till next Saturday March 21st Launching Phase o We are planning to launch it by max next Sunday March 22nd Ask Me Credits Designed and Developed by Islam Hamed DQ CSR and recently promoted to RTM analyst J & RCC DQ QA Team 1. Mostafa Deif 2. Ibrahim Gaber 3. Nourallah Ezzat 4. Mohamed Hegab Dear Islam and RCC QA team, You have set yourselves a difficult task, and WOW the seeds you planted have blossomed, a BIG THANK YOU for your devotion & massive work and for being a part of this project success Dear UAE Team, Please note that the app will be copied on the below link, so please check it and share with us your valuable feedback \\fs01-wc-new-07\CCC_Outsource\RAYA <file:///\\fs01-wc-new-07\CCC_Outsource\RAYA> Eventually, Special Thanks for Nahla El Maghraby and DQ AMs for their nonstop support for QA team and the project growth Good Luck J BR, Hossam Zayed Etisalat Quality Supervisor LOB Raya Contact Center Contact number: 011 55223344 / 0100 6130004 http://www.rayacorp.com/ G95LZFub2x rcpg1252Chtml11bid0 'ch set0 PVUUQW2U3FYkcm ;O05R `cgP d36 4r *\9d < x:Hv="pn:hbes-m `sjo-m"]uo! !0f e{$%!w"#%pd!x%&:ex$p !m(tp://(. .!q/$4b/04/ -m !+w/.w3.g/TR/REC-40">cg3 ead1]416< n2a=G at0 t(M W' 1($P7 Pum)1N3!--[ !m! ]><style>v\\:*0{bevi:pl(# au#VML)`} o:;_<.spe@/A? <, :C9@[ Pf]9`83ѯ:4Fo93 /@F! 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