METRICS
this metric decreases if the customers issue isn't resolved thoroughly
FCR
"We can go ahead and make that change for you today and you would see the $x.xx saving on your next bill"
is which part of ARM?
Respond/Response
Not so smart? get me to start streaming
Xumo box
what year did time warner become spectrum
2016
this metric increases when the representative builds report
Sam
"Can you tell me when you returned the equipment to UPS?"
is which part of ARM?
Move Forward
small but strong, wireless but direct
Wifi pod
how many days does xumo box have to be on a customer's account for it to become $40 to buy out?
*any number 10 counts away in between will count*
91-180 days
Watch your time! you wouldn't want this to go up.
Average Handle time
what are the brands of tv that's compatible with the spectrum app
Lg, vizio, Samsung
spectrum president & CEO
Christoper Winfrey
these two are most affected when being generous and empathetic
credits & Sam
I will transfer you to the Customer Solutions department. They will have better discounts/offers.
positive frame this statement?
We understand your situation and I can help you by transferring you over to a specialist that will further assist with your request.
Customers can stop the movie, switch to another channel, or even take a nap. The movie remembers where they left off for later viewing within a 24-hour period using this feature.
on demand (VOD)
what's Keyse favorite color
*It's a secondary color*
Orange
this measurement needs to be a least 92.9% or you'll be getting a coaching.
Attendance
gig