ICSS UNIT 7

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Across
  1. 3. one of the purpose of customer and operational reports is to identify ______ within customer service centre
  2. 5. the three agent states are busy, on call and ______.
  3. 6. for quality assurance, it is important to record calls and compare them against key performance ________ (KPIs)
  4. 8. Gamification is a valid source of _________.
  5. 9. the caller outcome summary also displays the number of ________ calls.
Down
  1. 1. real-time information will be displayed on a ________.
  2. 2. One of the ways to improve agent performance is to collect data _______.
  3. 4. Providing individualised attention will help in agent _____________.
  4. 5. customer and operational reporting is defined as the process of stripping key _________ from within service centre systems into specific reports
  5. 7. One of the ways to increase quality and improve customer service, it is important to invest time and training when ______ agents.