FSP

1234567891011121314151617
Across
  1. 1. on the job training
  2. 4. fundamental service policy
  3. 5. Interactions are used when additional assistance / approvals / information from a 3rd party is needed
  4. 10. global customer experience
  5. 12. Transfer of an online SR to an offline queue by using "Send to offline" functionality in Communicator and by that, transforming the call into an email
  6. 17. Opening hours of our phone and chat support
Down
  1. 1. operations manager
  2. 2. team leader
  3. 3. Service Request
  4. 6. Auxiliary
  5. 7. subject matter expert
  6. 8. Teammate
  7. 9. Talk-time
  8. 11. Customer Contact Reason
  9. 13. After call work
  10. 14. statement of work
  11. 15. net billable hours
  12. 16. Line of Business