FIVE9 Dispo
Departments
Technical Stuff
Phone Etiquette
Miscellaneous
10
A relese or expression of strong feelings or emotions.
What is to vent?
10
The office you call when you don't know where else to call.
What is the Call Center?
10
The place you call when you are having computer issues.
What is the Help Desk?
10
The first thing you should do as you answer a call.
What is to smile?
10
To take time for yourself.
What is to take a break?
20
Feeling or showing pleasure, contentment, or joy.
What is being happy?
20
The office you speak with to make a Solid Waste payment over the phone.
What is the billing office?
20
The place where all of the answers to our callers' questions are held?
What is knowledge?
20
Something you should never do when on the phone with someone who does not speak English very well.
What is to raise your voice?
20
The wonderful tool used in the Call Center to keep up with who is where.
What is the Call Center Calendar?
30
A strong feeling of grievance or displeasure.
What is anger?
30
The department under which Code Enforcement falls under.
What is Planning and Zoning?
30
The name of the instant messenger?
What is Office Communicator?
30
A feature of Openscape (ProCenter) that you should ignore when on the phone and lots of calls are building up.
What is the Queue?
30
The device used by CSRs to keep them from having to pick up the phone receiver everytime the phone rings.
What is the headset?
40
The ability to enter into, understand, or share somebody else's feelings.
What is sympathy?
40
The office in which you call to get the color code for the day.
What is Court Referral?
40
The integrated software to Lagan where CSRs answer the phone.
What is CTI?
40
Something you should not do when on the phone with a citizen. The citizen deserves your undivided attention.
What is multitask?
40
The statement banned from the Call Center because we are not "just anything".
What is "this is just the Call Center?"
50
The ability to identify with and understand somebody else's feelings or difficulties.
What is empathy?
50

The department you call to report a dead animal on the roadside.

What is Solid Waste?

50
The program used to clock in and out?
What is Kronos?
50
Something you should not do across the room in the Call Center since others are on the phone.
What is to yell?
50
The number of calls the Call Center averages each month.
What is 30,000?
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