Study - Wednesday, November 24

I'm starting to get a feel for what Brooke goes through all the time. I've been trying to study as much as possible for this major exam I have to take and pass too keep my new job. I got a nice reminder a few weeks ago that I need to get this giant two part certification to stay qualified for the position I'm working, then quickly realized that I have less than 30 days to do it. Even a novice computer user would need at least six months of constant studying to prepare for a test like this. The all in one exam study guide is just under 1,200 pages.

It's a good thing that I'm an expert computer user, what I've studied so far is starting to make a lot of sense and I'm getting to the point to where I'm remembering things I didn't understand before I started all this. I've taken a lot of practice tests over the last week and went from constantly failing them to consistently passing them.

Our contract is also hiring about 4 extra agents to attempt to actually meet service level. We are supposed to answer 90% of the calls in less than 60 seconds. We are currently at a steady 76%. We are also supposed to resolve 85% of in scope calls on the first call. Right now we only have 66%. So the only solution is to hire more people and stick them all on the morning shift. I thankfully get to keep my schedule but I have to move to a new desk. No big deal though, I kind of like my new location better anyways, and I get to take my computer with me instead of having to start over on a new one.

Happy T-Day!