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Hey All

As we know FIN is pretty new, so I wouldn't say I have a playbook right now. However, things I am considering:

1. Documentation
   We need subject matter experts to get their tribal knowledge of the business written down either as internal facing docs for Co Pilot or User friendly articles for our users which FIN will use
2. Over the next year - Training new agents on how to prompt Co Pilot as much as it is for them to continue with onboarding
   My hypothesis is that with Co-pilot the new agents can find answers quickly if they can prompt it with the right question. This in turn reduces ramp time which should make us more agile and cost effective when the business grows, as instead of need 3 to 4 month lead time to get agents proficient my expectation is that the could be answering the majority of queries by month 2. 
3. Focus new training for existing agents on more complex queries 
   Its time to work with the second line team to understand which queries can be passed to 1st line as the large percentage of how to questions will disappear either through FIN or because new agents can use co-pilot. So only complicated queries will come through
4. Hiring more technical staff 
   Regrettably, there may be less entry level jobs in support over the next few years and so we are working on that model that we need to focus on the 20/30% which are not basic how to question. The sophistication of FIN will only improve which will lessen the need for ‘Tier 1’ support
5. Create robust progression paths for your team
   My cynical thoughts of the reduction in the need of Tier I, means I need to be creative and respectful of the team I do have. How do I plan for their futures, how do I expose them to other areas of the business? I will do this with a new role - a support lead. They will focus on operational improvements for the team - through project management these agents learn new skills which are desirable through the rest of the business therefore creating a funnel of good knowledgeable talent to move into projects, solution consulting, CSM and tech worlds 

These are my first few pillars and I will be bringing all aspects of these into our planning for 2025. I would love to hear if you agree, disagree or have other angles that I know I will not have thought about (which is why we are here). 

Merry Christmas all. :) 

Thanks for sharing Ian - this certainly resonates with some of the areas that I’m also focusing on. It would be great to hear how the rest of the group are considering these topics and if they’ve already set some of this in motion?

Many thanks,

Caroline