Across
- 1. Acronym. Percent of contacts that were followed by another contact within 3 days.
- 4. Driver L1 related to inquiries about sign-ups, plan selection, and cancellation requests
Down
- 2. Acronym. Team responsible for devising qualitative research focused on bringing actionable insights to both the business and our partners
- 3. How long a customer waits on the line (time to be escalated + queuing time) in seconds before being connected to an agent.