General Knowledge
This is the only mammal capable of true, sustained flight.
A Bat
This 1994 Disney animated film features a young lion prince named Simba who must reclaim his throne.
The Lion King
Often shortened to AHT, this metric measures the average duration of one transaction, including talk time and wrap-up.
Average Handle Time - AHT
This shapeshifting monster is perhaps the most famous in Filipino folklore, often depicted as a woman who splits her body in half at the waist and grows bat-like wings to hunt.
Manananggal
This ubiquitous, short-range wireless technology named after a 10th-century Scandinavian king allows devices to share data over short distances.
Bluetooth
This large, frozen island is actually an autonomous territory of Denmark, not its own independent country.
Greenland
He directed the mind-bending sci-fi films Inception, Interstellar, and the 2023 biographical masterpiece Oppenheimer.
Christopher Nolan
This abbreviation refers to the formal agreement between a service provider and a client that defines the expected level of service, such as answering 80% of calls within 20 seconds.
SLA (Service Level Agreement)
This cigar-smoking, tree-dwelling giant is known to play tricks on people or bless them with wealth if they treat his home with respect.
Kapre
Developed by OpenAI, this highly popular AI chatbot kicked off the modern generative AI boom when it launched in late 2022.
ChatGPT
This is the hardest natural substance found on Earth.
Diamond
This 1999 sci-fi classic stars Keanu Reeves as a computer hacker who learns humanity is trapped in a simulated reality.
What is The Matrix
This is the practice of routing a customer's call or ticket to a higher-level agent or manager when the front-line agent cannot resolve the issue.
Escalation
This half-man, half-horse creature of Philippine mythology is said to lead travelers astray in the forest unless they wear their shirts inside out.
Tikbalang
In computer networking, this 3-letter acronym stands for the system that translates human-readable web addresses (like google.com) into numerical IP addresses.
DNS (Domain Name System)
He is credited with discovering penicillin in 1928 after leaving a petri dish uncovered.
Alexander Fleming
This actress holds the record for the most Academy Award nominations for acting, with over 20 nominations.
Meryl Streep
This acronym refers to the automated telephony system that interacts with callers, gathers information, and routes calls to the appropriate recipient via a menu (e.g., "Press 1 for Sales").
IVR (Interactive Voice Response)
In Philippine mythology, this giant, dragon-like sea serpent is famous for swallowing the moons, causing eclipses.
Bakunawa
This open-source operating system, created by Linus Torvalds in 1991, powers the vast majority of the world's internet servers, supercomputers, and smartphones.
Linux
This European capital city is widely considered the oldest continuously inhabited city in Europe, dating back over 3,400 years.
Athens
In the movie Pulp Fiction, this is the specific, catchy name of the fictional Hawaiian-themed burger joint Jules and Vincent visit.
What is Big Kahuna Burger
This term describes the work an agent does immediately after hanging up with a customer, such as logging notes or updating fields, before becoming available for the next call.
ACW (After-Call Work) or Wrap-Up Time
This is the ancient, supreme god and creator deity of the Tagalog people, whose name is often invoked in the modern phrase "Bahala na."
Bathala
This speculative computing technology uses "qubits"—which can exist in multiple states simultaneously via superposition—rather than standard binary bits.
Quantum computing