Customer Service Week Day 2

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Across
  1. 3. The process of determining why something is not working properly, and correcting issues
  2. 5. This tool has many features, such as live help, guided paths, and callback forms.
Down
  1. 1. A tool used for troubleshooting problems with other tools.
  2. 2. A greeting for each call that saves the agent and customer time before troubleshooting.
  3. 4. The customer's choice of using the service we provide over competitors
  4. 6. Another metric, this is time spent after each call to finish notes before clicking auto in again.