HETS - Customer Service Week

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Across
  1. 2. Helps Instructors deliver a complete, digital course experience that heightens student engagement with the material
  2. 5. Case____ should always be entered so we are aware of what happened during the customer interaction
  3. 6. When a customer takes the time to give the agent a compliment
  4. 7. System used to clock in and out
  5. 10. Care Who do you call if you are having technical issues
  6. 12. ___access allows students to access a course on Connect for 14 days without an access code or purchasing access
  7. 14. Group in HETS that handles complaints from Sales Reps
  8. 17. The number of times a regular access code can be used
  9. 18. The area in Connect where you would find Instructor Resources
  10. 19. ___ integration - students will see assignment links within Canvas and can click on the assignment links to go directly to their assignments
  11. 20. The browser extension to monitor test-taking
Down
  1. 1. When an agent receives a chat and the customer is not there
  2. 3. ___Management processes any changes to your schedule
  3. 4. asking questions to determine the cause of an issue
  4. 8. An easy-to-use digital platform that teaches and assesses skills in Microsoft Office Access, Excel, PowerPoint, and Word
  5. 9. Connect Self-Study is only available to customers using ___ publications
  6. 11. Where to escalate issues
  7. 13. CTI status agent is placed in when they miss a call
  8. 15. The metric of how closely you follow your schedule
  9. 16. ___Management is where we send K-12 Instructors using Connect if they are having issues with codes