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Across
  1. 4. It is more important than reality.
  2. 7. We reviewed three for an effortless experience.
  3. 11. It has a big impact on the customer’s perception of our capability to resolve their problem.
  4. 17. A powerful way to demonstrate engagement and customer commitment.
  5. 18. A famous metric used to quantify and monitor service quality level.
  6. 19. A preference for issue resolution across industries.
  7. 22. It can only arise with long waiting and resolution times, repeat contacts or transfers, incorrect phrasing, no guided resolution etc.
  8. 24. A required organizational capability that can always be improved.
  9. 27. Adhering and meeting those is critical, be it quality or practice.
  10. 28. An internal key factor to a rich and integrated CX.
  11. 30. Most customers want it to be quick, simple and accurate.
  12. 32. It is required in all aspects of our business.
  13. 33. An essential piece of the 21st century support and business development operations.
  14. 35. The one from our customers is ours.
Down
  1. 1. It’s good practice to take it as you work on resolving an issue.
  2. 2. Demonstrating it contributes to providing a positive experience.
  3. 3. Each one has to be seamless, frictionless and effortless.
  4. 5. One emotional driver.
  5. 6. There is always room for it.
  6. 8. An effortless experience is one of its key drivers.
  7. 9. One experience engineering technique.
  8. 10. It has to be it for our customers, in all aspects of our business.
  9. 12. A critical aspect of the overall CX.
  10. 13. A critical aspect of the overall CX.
  11. 14. ‘No complaint means happy customers’ is one.
  12. 15. Always strive for the top.
  13. 16. A set of skills and codes to master.
  14. 20. The sum of its part.
  15. 21. We must consistently align ourselves with those from the customers.
  16. 23. Customers’ complaints are good for it.
  17. 25. It must be instilled that the situation will be handled smoothly.
  18. 26. Helping customers realize it from their investment in our technology is an essential practice for a differentiated experience.
  19. 29. The challenge is to uncover those that are unarticulated.
  20. 31. A skill that expand your ability to determine customers’ needs, when actively managed.
  21. 34. Whether it relates to response or resolution, it has to be balanced by customer feeling.