Module 2 Tasks:Intro

Having looked over the material for this Modules tasks, I will begin by stating that I am currently employed as an on-line technical support officer for a large multinational financial group and as part of my everyday tasks is managing high volume inbound and outbound chat (40 to 80 clients per day), email ( up to 400+)and telephony( 20-75+) enquiries from our clients utilising Outlook,Talisma ( chat and email managers) and in-house programs.

It is part of my KPIs to maintain logs off all chats/emails/calls and to maintain the utmost professionalism in both content and recording of logged contacts.

So I feel a little like back at kindergarten with some of this stuff, so you'll have to be understanding when my responses mat be brief and lacking detail: I've moved over a lot of this stuff at lightning speed as expected...