Back to Basics

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Across
  1. 4. The ability to understand and share the feelings of a customer
  2. 6. A key metric that measures how often a customer’s issue is resolved on the first call
  3. 7. A system of tracking and measuring customer service performance
  4. 8. The key principle that helps agents simplify workflows and eliminate inefficiencies
  5. 9. The process of revisiting fundamental skills and procedures to improve performance
  6. 10. The structured set of guidelines that agents must follow when handling calls
Down
  1. 1. The average time an agent spends handling a call
  2. 2. The act of giving agents guidance and feedback to improve performance
  3. 3. A positive workplace attitude that improves teamwork and performance
  4. 5. The process of ensuring agents adhere to scripts, policies, and best practices