Provalus Training

2. Sequence in which the incident should be resolved.
5. technique hackers use to con you into providing information
7. skills natural abilities
9. law that was enacted in 1996 to protect privacy and security of individuals' information
13. voice over internet protocol
15. customer service acroym to guide agents
16. what to do before starting every phone call
17. the program a computer’s microprocessor uses to start the computer system after it is powered on
18. when data flow is restricted

1. listening that involves attention and reflection
3. the understanding of how people feel
4. user person who uses the product
6. when timesheets should be submitted
8. professional improvement plan
10. business loss
11. used for chat within Provalus
12. type of communication which includes tone of voice, hand gestures, body posture
14. skills learned through training