Across
- 1. Sensitive customer issue or case that requires professional handling by the supervisor.
- 3. Organizational principles of TELUS Digital that the team must align with.
- 7. Brief meeting or quick sync conducted with Team Members.
- 9. Key performance indicators tracked daily to flag underperformance.
- 11. Feedback and development session provided to agents for improvement.
- 12. Operational management exercised over action plans and development goals.
- 13. First Contact Resolution metric tracked on dashboards.
Down
- 2. Operational patterns that the supervisor must monitor to create strategies.
- 4. Average Handle Time metric reviewed on performance dashboards.
- 5. Optimization sought by identifying workflow issues or opportunities.
- 6. Ensuring the team is in sync with goals and company values.
- 8. Visual panel where the supervisor reviews metrics like AHT, CSAT, and FCR.
- 10. Customer satisfaction metric whose feedback trends are monitored.