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
within spectrums Security Suite, Accounts with a Spectrum Internet subscription have access to how many Security Suite licenses.
10
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
The pricing existing customers automatically roll up to immediately after their Acquisition pricing expires, and before the customer rolls up to Persistent pricing is called?
Campaign Roll-Off (CRO)
Watch your time! you wouldn't want this to go up.
Average Handle time
I can send you to the cancellation/downgrade department.
positive frame this statement?
I'm sorry to hear that you want to disconnect your Video service. Let me get you to a specialist that can handle your request.
what are the brands of tv that's compatible with the spectrum app
Lg, vizio, Samsung
an Internet-only customer who added Video services within 30 days of new connect Internet could qualify for what type of bundle?
Internet/Video Double Play offer.
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)
the sum of unreturned equipment fees for a Digital Receiver, WIFI Router 6E/7, Digital Terminal Adapter and a cable card come to how much $?
$180
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
what is the CoPilot for "Residential Interaction Flow"
Gen2525
Spectrum Voice includes unlimited local and long-distance calling to how many places?
DOUBLE JEPORDY if you can name all the places 100pts
8
gig
what are the steps of the ladder of accountability
Ignore or deny
Blame others
Excuses
Wait and see
Acknowledge
own it
Create solutions
Implement solutions