Customer Service Week Day 3

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Across
  1. 4. A metric determining the average amount of time an agent's calls last.
  2. 5. Support.com's confidential intranet, where you can engage with fellow coworkers. Support.com's own social media!
  3. 6. We seek to build a good _____ with our customers, ensuring each person knows that their time and issues are important to us.
Down
  1. 1. Being able to listen in as other agents take calls, at the same time they are taking the call. Useful for training purposes.
  2. 2. A set of standards of measurement in which an agent's call quality and performance are assessed.
  3. 3. We build _____ with customers in order to understand each other and communicate on a deeper level.