Across
- 1. on the job training
- 4. fundamental service policy
- 5. Interactions are used when additional assistance / approvals / information from a 3rd party is needed
- 10. global customer experience
- 12. Transfer of an online SR to an offline queue by using "Send to offline" functionality in Communicator and by that, transforming the call into an email
- 17. Opening hours of our phone and chat support
Down
- 1. operations manager
- 2. team leader
- 3. Service Request
- 6. Auxiliary
- 7. subject matter expert
- 8. Teammate
- 9. Talk-time
- 11. Customer Contact Reason
- 13. After call work
- 14. statement of work
- 15. net billable hours
- 16. Line of Business