Contact Center Mgmt Tools
The system that records CSRs call interactions.
What is Calabrio?
The business group that supports the agents online assistance "external helpdesk"
What is Agency Interface Support Group (AISG)?
This person when assigned to support is cursed with P1/P2 incidences.
Who is the one and only Kyle Libby?
This is what the acronym GRM stands for.
What is Global Retail Markets?
The external customer that sells and services our products and represents us in the marketplace.
What is an agent or broker?
The tools business units use to request enhancements from Game of Phones.
What is the service desk and/or Triton feedback button
The business group that handles commercial lines payments from insured or agent.
What is the Billing Service Center (BSC)?
These people are so amazing they have squads named after them.
Who is Faith Cuneo and Joe Ebert?
This is what the acronym GRS stands for.
What is Global Risk Solutions?
The team name established in 2017 because of a common love for a TV series and association to our products.
What is Game of Phones?
The system that tracks schedules for CSRs
What is IEX?
This is a KPI that operations leadership uses to manage their contact center.
What is: Service level; Average Handle Time (AHT); Average Talk Time (ATT); Average Speed of Answer (ASA); Adherence (ADH); After Call Work (ACW); CSAT Score; QA metric
The internal name for the business group that closes for lunch.
What is lunch time lovers or losers?
This person is the Liberty Mutual CEO.
Who is David Long?
The first big win for our joint GRS-GRM Mobility Pod was acquiring this business account.
What is Uber?
Within Triton, the page that allows CSRs and management to understand queue volumes...
What is the queue statistics page?
This business group is available to our customer 24/7/365.
What is claims intake or claims first notice of loss (FNOL)?
The person that performed the most enthusiast demo for innovation in 2019
Who is Jaemoon Park?
Stakeholders from these 2 major strategic business units (SBU) were migrated to Triton in 2019.
What are GRM Business Lines and GRS?
The major project effort of 2019 for GoP that was completed ahead of schedule.
What was the Windows 10 migration?
This tool is used to capture the feedback (voice of the customer - VoC) from our customers (insureds & agents).
What is the post call customer satisfaction survey?
The business group that services the policyholders on behalf of an agent for a reduced commission.
What is the Small Business Service Center (SBSC)?
The person that received a direct call on his/her cell phone from a stakeholder after business hours.
Who is Zach Schmidt?
The characters on Liberty Mutual's ad campaign.
Who is LiMu Emu and Doug?
The 4 main strategies to drive profitability.
What is new business growth, retention, rate increase and expense management?
Bonus: Investments