1. Learner Comms
1.1. Support
1.1.1. Re-do SLA Standards
1.1.2. Escalation Framework
1.1.3. Add Conversation types
1.1.4. Add ticket types
1.2. Email
1.3. Add Channels
1.3.1. SMS Follow up
1.4. Automation
1.4.1. Nudge Emails Workflow
1.4.1.1. NMREC
2. Reporting
2.1. B2B
2.1.1. Daily B2B Support (Add Comms?)
2.1.2. Weekly B2B Comms
2.1.3. Monthly B2B Comms [Siya's Template?]
2.2. Collab
2.2.1. Scaling up report for Learner Comms/Support? (B2B+B2C)
3. Analytics
3.1. Weekly
3.2. Monthly
3.2.1. Drop-Off Points / Conversations
3.2.2. Why complaint convos are longer than 10 mins
3.3. Pilot
3.3.1. Cohort-Specific Insights from Comms - template creation
3.3.2. EC Sentiment Analysis June
3.3.3. KPE Learner behavior Analysis June
3.3.3.1. Login Error
3.3.3.2. Testimonials
3.3.4. Leading Indicators for completion within 90 days
3.4. Automation
3.4.1. Count of fast learners at cohort level B2B
4. Collaboration
4.1. Learner Comms
4.2. Engagement
4.2.1. Seema / Samta Fortnightly Webinar Set Up
4.2.2. Workplace Support Chatflow
4.2.3. Pre-launch checklist for KAMs
4.2.4. Rules of Engagement docket template for KAMs
4.2.4.1. Monthly cohort themes for outbound triggers
4.3. BSTF
4.3.1. Whitepaper
4.3.2. Blogs
4.4. Other
4.4.1. Engagement<>Product/Tech Tracker
4.4.2. Hubspot admin
4.5. Automation
4.5.1. Transactional Emails
4.5.2. Drop-off Dashboard