World Class/Pinnacle

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Across
  1. 8. comparison with a standard
  2. 10. Elite award for customer surveys
  3. 13. positive answer given by member
  4. 14. Customer Service Vice President
  5. 15. survey score for Pinnacle certification
  6. 16. answer given by member
  7. 17. Survey percent for special services
Down
  1. 1. FCR Goal
  2. 2. Who typically reviews surveys
  3. 3. location of resolution & FCR score
  4. 4. Call Center Manager
  5. 5. Department Manager
  6. 6. specializes in measuring FCR and customer satisfaction
  7. 7. First Call Resolution
  8. 9. surveys needed for WC per quarter
  9. 11. SQM World Class Certification
  10. 12. Who typically reviews surveys