Across
- 1. CRM we use for CS Professional Suite
- 8. Act of investigating to solve a customer’s concern
- 10. Acknowledging someone's emotions
- 11. Agent should recommend these tools to customers
- 13. Unique contact identifier found in Calabrio
- 14. Agent performed below expectations leaving room for improvement
- 15. Agent went above and beyond expectations
Down
- 2. Agent completed expectations
- 3. Column that shows agent activity during call
- 4. Soft-skills training
- 5. Saved filters for searching Recordings
- 6. Queue identifier found in Calabrio
- 7. The WFM and QM tool we use
- 9. Tool used to schedule, track evaluations
- 12. Higher level communication style tool