Across
- 2. Our main knowledge base and troubleshooting tool
- 4. Asking ______ questions will allow for more conversation and information between agent and customer, rather than asking a 'yes or no' one.
- 6. A metric demonstrating the ratio of customers who did not call or chat back during the seven days following delivery of their service.
Down
- 1. Previously known as VOC, another 3-letter abbreviation regarding the survey customers take after speaking or chatting with an agent.
- 3. A program used to remote into customers' computers in order to do further troubleshooting.
- 5. An automated service that sends and receives the NPS surveys from customers after our interactions with them.