Page 1 - The RCT Newsletter April 2017
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IS SUE

   02
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     April

     2017





                                                                                                   In this issue

                                                                Newsletter Contest, The Scorecard Skinny, Process Updates P.1

                                                                                                    The More You Know P.2
                                                                               Marketing, Next Tech & Leadership Corner P.3

                                                                     Benefits for Real Life, Employee Celebrations and Fun P.4


         Karen              The Scorecard Skinny

                             Work Order Accuracy Tips
   McGlinchey
                             Entering Tickets
    Thank you to all who participated and
        submitted great entries   Remedy’s Hot Topics coincide with the list that is on the Legal Hot Topic Sheet.  The green

  Process Updates            glossary tab will help you identify the proper Hot Topic for your case. For example, it will show

                             you that a customer who is losing the WBOY NBC feed in Keystone will have the Hot Topic of
                             Drop or Add Broadcast Stations/ Programmers and Changes with Channel Lineup rather than a
  Consent Decree Legal

  Escalation Guidance v2 was   Digital Migration Hot Topic.

  added to the Corporate ECR   Please make sure to use the RCT WorkLog and Hot Topic Cheat Sheet from the RCT SharePoint

  and RCT SharePoint Sites on
                             daily for all of your worklog entries.
  3.15.
                             Resolution
  Updated Consent Decree

    Problem categories added to   Please remember if we have identified an individual was directly responsible for the consumer’s
  Remedy 4.6                 complaint, indicate the specific department and/or employee ID in the Ticket Specifics.
    The Response Letter Accuracy
  form has been updated and   If customer contact was made be sure the date customer contact was made is included in the

  became effective for March   Resolution Steps of the ticket, this also includes tickets involving UBB.
  2017 audits

                             Response Letters
  Team SharePoint Updates

  Internet Essentials Process
                                                                                   Please Refrain from Using:
    has been created and added
                                   Please Use:
  on 3.21                                                                             o  Bill statement
                                        Billing statement
  Security Process for Employee                                                       o  Credits will be reflected in the
                                        Credits will be reflected on the                 next statement
    Behaviors was updated and             next statement

  added on 3.31                         nonpayment                                   o  non-payment
                                        Mr. Sims’ appointment                        o  Mr. Sim’s appointment
  Legal Letter Discrepancies                                                          o  Sports and Entertainment
  was created and added on              Sports Entertainment Package                     package

  3.31
    Fraud Account Process was
  created and added 3.31



  Compliance Connection Issue 02   April 2017
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