Challenge 

 I am working at a customer support center as a Training Manager . Our team of consultants is spread   across 4 locations within 2 countries , serving customers in a few different lines of business via 3   channels of support - emails , chats and voice . In the recent 3 months our tenured associates were   struggling to achieve their CSAT ( customer satisfaction ) metrics . After a deep dive analysis performed   by the Customer Experience department ,   a list of top offenders was identified - showing that the   entire team 's performance was driven down mainly by our usual top performers when it comes to   working with a fast temp and handling multiple customer cases as the same time , working on   different LOBs and channels of support . We extracted randomly 30 % of all handled cases by the top   offenders and while reviewing how they were handled , it turned out that all policies were indeed   followed and cases were handled correctly , however customers often complained about associates   being rude , in a hurry , not listening carefully etc . 

 Selection & Application 

 The method we chose to apply is the Learning launch - we came up with the idea to form a " Learning   Cafe "   and having small groups of certain identified associates attend those learning sessions .   Content is targeting soft skills , however not in general , but rather in small pieces - diverse situations   based on customer scenarios are turned into activities for empathizing , paraphrasing , active   listening , asking probing questions . The event was planned as a workshop and not like a typical   classroom training . Tenured associates would n't be really happy to know they are being drawn back   to what they remember as a new hire class . Instead - we had the event as a workshop in order to   allow the flow of ideas and sharing of feedback from their side . 

 Prior to the first initiative dates , our Training team organized a meeting with the program manager   and the team managers of all enlisted employees . We asked the managers of what their expectations   are . 

 The workshop was first tested on one of the company locations - in order to gain an idea if it is   working and adjust whatever may not be optimal . We had 3 groups of between 5 and 10   participants , the workshop was for 2 days in a row , however only for 4 hours per day . The enrolled   attendees were asked to bring some sweets or whatever they would like , additionally we also spared   a small amount to have some cup cakes etc . bought just in case nobody would bring anything . We   had a special approval taken by the program 's management in order to have food brought inside , as   this is usually not allowed . For our surprise , participants were so delighted by the idea and brought in   home - made cake and brownies etc . , so there was even more food than what people could eat .    Activities were engaging for everyone and despite a first wave of suspicious thoughts by the team   members , they actually managed to welcome the time spent during the Learning Cafe with an open   mind and to participate actively in everything planned . The atmosphere was absolutely positive and   friendly , we had a lot of funny pictures made during the event . Additionally , each participant   received a special certificate of participation , which they quite enjoyed . We also released a survey by   the end of each workshop batch to gather the feedback , opinions and suggestions of the attendees . 

 Insight 

 The results of this initiative were truly amazing and a positive surprise for many of the stakeholders : 

 1 . We tracked performance of the associates within a month after they attended the workshops and   the average improvement in the CSAT metric is 3 % . 

 2 . Analyzing the survey results , we measured 96 % of NPS ; 98 % of participants stated they have   actually learned something new ; 100 % of the employees stated they would gladly participate in next   editions of the initiative as well . Verbatim - was an astonishing success ! 

 3 . People even uploaded photos with their certificates on social media . Some employees proactively   asked the trainer , who facilitated the event about the next possible session and wanted to be on the   list for it . Apparently , consultants from the test location also shared this with team members on the   other sites and they went asking their Training team POC about the initiative as well . 

 Additionally , after seeing which activities work best during the test phase , we adjusted slightly some   of the planned materials , so could better fit into the dedicated time frame . 

 Approach 

 Currently , we are on the planning stage for the next events of the Learning Cafe series . The   workshops will be conducted on 2 other company locations within a month as of now , again 3 groups   on each site . We will continue measuring the results and analyzing the feedback from all parties . If   the initiative is proven to be a success when delivered on all 4 company locations , we would plan it   going forward for every quarter . 


EMAIL: 
ID_NUM: 
NAME_STUDENT: 
PHONE_NUM: 
STREET_ADDRESS: 
URL_PERSONAL: 
USERNAME: 

### Task: You are a PII (Personal Identity Information) Detection. Given a essays written by students, you have to identify ONLY the following:
NAME_STUDENT - The full or partial name of a student that is not necessarily the author of the essay. This excludes instructors, authors, and other person names.
EMAIL - A student’s email address.
USERNAME - A student's username on any platform.
ID_NUM - A number or sequence of characters that could be used to identify a student, such as a student ID or a social security number.
PHONE_NUM - A phone number associated with a student.
URL_PERSONAL - A URL that might be used to identify a student.
STREET_ADDRESS - A full or partial street address that is associated with the student, such as their home address.
### Input: Challenge 

 I am working at a customer support center as a Training Manager . Our team of consultants is spread   across 4 locations within 2 countries , serving customers in a few different lines of business via 3   channels of support - emails , chats and voice . In the recent 3 months our tenured associates were   struggling to achieve their CSAT ( customer satisfaction ) metrics . After a deep dive analysis performed   by the Customer Experience department ,   a list of top offenders was identified - showing that the   entire team 's performance was driven down mainly by our usual top performers when it comes to   working with a fast temp and handling multiple customer cases as the same time , working on   different LOBs and channels of support . We extracted randomly 30 % of all handled cases by the top   offenders and while reviewing how they were handled , it turned out that all policies were indeed   followed and cases were handled correctly , however customers often complained about associates   being rude , in a hurry , not listening carefully etc . 

 Selection & Application 

 The method we chose to apply is the Learning launch - we came up with the idea to form a " Learning   Cafe "   and having small groups of certain identified associates attend those learning sessions .   Content is targeting soft skills , however not in general , but rather in small pieces - diverse situations   based on customer scenarios are turned into activities for empathizing , paraphrasing , active   listening , asking probing questions . The event was planned as a workshop and not like a typical   classroom training . Tenured associates would n't be really happy to know they are being drawn back   to what they remember as a new hire class . Instead - we had the event as a workshop in order to   allow the flow of ideas and sharing of feedback from their side . 

 Prior to the first initiative dates , our Training team organized a meeting with the program manager   and the team managers of all enlisted employees . We asked the managers of what their expectations   are . 

 The workshop was first tested on one of the company locations - in order to gain an idea if it is   working and adjust whatever may not be optimal . We had 3 groups of between 5 and 10   participants , the workshop was for 2 days in a row , however only for 4 hours per day . The enrolled   attendees were asked to bring some sweets or whatever they would like , additionally we also spared   a small amount to have some cup cakes etc . bought just in case nobody would bring anything . We   had a special approval taken by the program 's management in order to have food brought inside , as   this is usually not allowed . For our surprise , participants were so delighted by the idea and brought in   home - made cake and brownies etc . , so there was even more food than what people could eat .    Activities were engaging for everyone and despite a first wave of suspicious thoughts by the team   members , they actually managed to welcome the time spent during the Learning Cafe with an open   mind and to participate actively in everything planned . The atmosphere was absolutely positive and   friendly , we had a lot of funny pictures made during the event . Additionally , each participant   received a special certificate of participation , which they quite enjoyed . We also released a survey by   the end of each workshop batch to gather the feedback , opinions and suggestions of the attendees . 

 Insight 

 The results of this initiative were truly amazing and a positive surprise for many of the stakeholders : 

 1 . We tracked performance of the associates within a month after they attended the workshops and   the average improvement in the CSAT metric is 3 % . 

 2 . Analyzing the survey results , we measured 96 % of NPS ; 98 % of participants stated they have   actually learned something new ; 100 % of the employees stated they would gladly participate in next   editions of the initiative as well . Verbatim - was an astonishing success ! 

 3 . People even uploaded photos with their certificates on social media . Some employees proactively   asked the trainer , who facilitated the event about the next possible session and wanted to be on the   list for it . Apparently , consultants from the test location also shared this with team members on the   other sites and they went asking their Training team POC about the initiative as well . 

 Additionally , after seeing which activities work best during the test phase , we adjusted slightly some   of the planned materials , so could better fit into the dedicated time frame . 

 Approach 

 Currently , we are on the planning stage for the next events of the Learning Cafe series . The   workshops will be conducted on 2 other company locations within a month as of now , again 3 groups   on each site . We will continue measuring the results and analyzing the feedback from all parties . If   the initiative is proven to be a success when delivered on all 4 company locations , we would plan it   going forward for every quarter .
### Output: 