• What did you notice about the tone and demeanor of the agent answering the phone calls? Use two adjectives to describe the tone of the call.
• Did the partner have good experiences on their call? Describe in one sentence what you thought about the interaction.
• What scenario(s) were addressed during the phone calls? What skills did you notice the agent using on the call?

- The agent appeared to be calm and helpful and asked clarifying questions.

- The partner appeared appreciative of the help and confirmation that the participant and person who registered that person would both get emails confirming the CoP change.

- The agent appeared enthusiastic to help, but talked slow and remained calm.

- The partner seemed to have a quick and efficient call and didn't have to ask for instructions for the partner to log back in as the agent advised they reset the partner's password with instructions on how to login and reset their password.

- DD Robert G. called in to change a partner's email address as the partner had not received a confirmation email. The agent successfully changed their email and sent a temp. password to the partner.

- The agent appeared welcoming and knowledgeable as he provided guidance and answered questions as best he could.

- The partner appeared very thankful with the assistance and even said how lucky she was to have reached this particular agent.

- Felita Green with Richland District 1 in South Carolina called as she had sent an email to AVID Care previously with questions, but had not received a response back. Although the agent offered to reach out to the Partner Engagement Manager for further clarification on Felita's questions, he offered to answer her questions as best he could in the meantime.

- The agent appeared calm and resourceful, however, she did appear to move fast through the troubleshooting steps.

- The partner appeared thankful for the guidance, however, she did appear a bit frustrated with the call. She mentioned she had missed some of the conference due to the technical issues; however, the agent did reassure her the course was being recorded.

- The partner called in as she was at the AVID Conference and could not access the BBB break out room. The agent assisted the partner with clearing her browsing history and cache and granting access to her computer camera through BBB. The partner confirmed access but said if she had any further issues she would call back.