eSAL 2024 CSW CROWORD PUZZLE 1

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Across
  1. 9. Is the platform on which a prepayemt meter runs to support credit vending. It also support billing inside the meter, on the server or at the vending station.
  2. 10. The process of establishing the truth, accuracy, or validity of something.
  3. 12. On ECG, when there are flashes of fire/lightening emitting from a conductor/ pole as a result of a merged conductor.
  4. 14. On TTS what is the term for a transfer that is delivered but the customer says the recipient's account has still not been credited.
  5. 15. Support team members who have deep knowledge of a particular product, topic, or technology. These members serve as a valuable source of information and support to agents and others on the team, and are often responsible for creating and updating knowledge-base content.
  6. 16. An automated phone system that answers incoming calls, gathers information from callers, and directs them to the right agent or self-serve option.
  7. 17. An example of the site where the documents to prove that TTS has sent the funds back to the customer's bank is located
Down
  1. 1. The "wrap-up time" associated with a contact beyond the actual communication with the customer. This can include tagging or flagging the contact appropriately, adding notes for future support, rerouting the contact to the proper team or solving their underlying problem
  2. 2. Two transfers sent to the same recipient details with the same amount are called.
  3. 3. A metric that indicates how satisfied customers are with a company's products or services. It's measured through customer feedback and expressed as a percentage (100% would be fantastic – 0% would be terrible)
  4. 4. When a customer or applicant connects portions or all of his load without passing through the meter although a meter has been installed for the customer.
  5. 5. When a customer is given an accumulated bill.
  6. 6. The process of predicting the volume of incoming customer interactions, such as phone calls, emails, chats, and other channels, that a contact center is likely to receive over a specific period of time, typically in the near future
  7. 7. An account which has several past due account and it about to go to a third party. This type of account is considered a loss to the company, hence payment needs to be made to revive it.
  8. 8. the average time taken by the agent after he or she starts a customer's call, answers the questions, takes in the vital details, puts the customer on hold, ends the call, and does the after call work
  9. 11. A measure of a business's ability to resolve a customer's question, problem, or need the first time they reach out for that specific issue where no follow-up is necessary.
  10. 13. On Konerstone an account which has several past due account and it about to go to a third party. This type of account is considered a loss to the company, hence payment needs to be made to revive it.