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CX Team - 6 Months in Review

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Nick Davis

The slides cover account validation, Calabrio protocols, CRF processes, escalation procedures, audio issues in Windows 11, quick action handling, and a review of customer experience over six months.

Categories
Community

Slides (25)

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How do we process New Business Calls?

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What is the standard expectation for a CXR to hold when conducting a warm transfer?

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What is UA+?

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Which of the below do we not need to send to AR, if a CX partner receives the call?

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What is the standard CRF escalation process between CX & AR related CRFs?

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What is the standardized email format?

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Which of the below is not one of the CRF Action Status's? 

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Which request type is a Quick Action CRF?

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How should Quick Action CRFs be handled on SSR Off Days?

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Who should receive 2nd call escalation emails?

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When should we send a Pricing Fairness CRF to SM?

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If a partner has been upgraded to Windows 11 and loses audio, how do we get that fixed?

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What CRF Category below requires a Follow Up?

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What is considered a valid final resolution?

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Who can move an Adj Resolve by Date

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How many days will a Telephone Call CRF Auto Confirm after moving to Follow up Status?

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In Calabrio: What does it mean to properly identify caller?

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In Calabrio: What does it mean to have documented all required entries in SAP (CRF)?

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In Calabrio: Which of below does not demonstrate a willinging to listen to inquires and concerns?

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How do you validate the lost/held reason of an account?

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