Across
- 5. Abbreviated OOO - vacation!
- 6. Abbreviated ATT in our metrics
- 7. A call center metric that measures how many calls we answer within a given time period
- 10. A group of people discuss ideas on how to solve a problem
- 12. Abbreviated ACW
- 13. Abbreviated WFM
- 15. The elimination of all non-value-adding activities and waste from the business
- 16. The Microsoft tool we use to organize data and create tables
Down
- 1. The name of the phone tool we use in RSC
- 2. Abbreviated VIP
- 3. The online Microsoft tool we use to organize things like our Worklinks, Phone List, and metrics
- 4. Abbreviated AHT in our metrics
- 8. Abbreviated VOC
- 9. The spot in the SharePoint where all of our most frequently used links are stored
- 11. The tool we use to document our calls
- 14. The tool we use to enter and track our VIP ideas