Across
- 4. The ability to understand and share the feelings of a customer
- 6. A key metric that measures how often a customer’s issue is resolved on the first call
- 7. A system of tracking and measuring customer service performance
- 8. The key principle that helps agents simplify workflows and eliminate inefficiencies
- 9. The process of revisiting fundamental skills and procedures to improve performance
- 10. The structured set of guidelines that agents must follow when handling calls
Down
- 1. The average time an agent spends handling a call
- 2. The act of giving agents guidance and feedback to improve performance
- 3. A positive workplace attitude that improves teamwork and performance
- 5. The process of ensuring agents adhere to scripts, policies, and best practices