Across
- 2. this aux mode adds onto the end of your call
- 5. calculation of time
- 10. GEN4067 is an example of a CoPilot _____
- 12. tool used to help agents with customer's
- 14. keeping ___ of the call when the customer gets side tracked
- 15. when no one is speaking
- 18. between average and time
- 20. solid ____ questions that get to the root of the issue
- 21. doing several things well at the same time
- 22. a resource to lookup topics
- 23. the next step above verification
- 25. "Have I ___ all of your questions today?"
- 28. solving the problem leads to a ___ of the issue
- 29. the process at the end of a call to briefly summarize what transpired
Down
- 1. these people answer the AAL calls
- 3. showing a lack in this area may cause a customer to escalate
- 4. this type of active skill lets a customer know you're paying attention
- 6. giving a customer more examples than is needed
- 7. stick to the ___ of support
- 8. our new Columbus mantra
- 9. a place on a call where the customer listens to ads
- 11. putting yourself in the customer's shoes is called
- 12. a nice thing to say when the customer provides you information
- 13. acknowledge - respond - move the call ___
- 16. the call flow is followed in the Troubleshooter ____
- 17. new Spectrum tag line
- 19. too much side _____ can get a call off-track
- 24. this type of transfer will add to your handle time
- 26. this is the S in the SAM acronym
- 27. an email sent to the customer providing additional help