Customer Service Week Day 1

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Across
  1. 2. Our main knowledge base and troubleshooting tool
  2. 4. Asking ______ questions will allow for more conversation and information between agent and customer, rather than asking a 'yes or no' one.
  3. 6. A metric demonstrating the ratio of customers who did not call or chat back during the seven days following delivery of their service.
Down
  1. 1. Previously known as VOC, another 3-letter abbreviation regarding the survey customers take after speaking or chatting with an agent.
  2. 3. A program used to remote into customers' computers in order to do further troubleshooting.
  3. 5. An automated service that sends and receives the NPS surveys from customers after our interactions with them.