Daily Workflow
These are the two programs that should be open throughout each of your days and coincide with your Aspect schedule.
What are Cisco and Moxie?
This is our daily goal/vision for tickets as a department.
What is zeroing out?
These are the three types of wrap that should be used daily.
What is Incoming, Direct Contact, and Follow Up (Outgoing)?
This is included in a customer comment to bring it from a kudos to MVP.
What is they will shop will Wayfair/tell their friends and family?
This is Agent Coulson's first name.
Who is Phil?
What is Adherence?
Case Manager's expectation with every ticket worked.
What is calling the customer?
The two types of situations where a direct contact is required.
What is an incoming call from your customer and an email response from your customer in Moxie?
How you enter an IT ticket.
What is on Admin Home under "Launch Wayfair Assist"?
I was kidnapped by a Beast who I fell in love with.
What is Belle?
These are the two expectations that are required throughout your day.
What is staying ready in Cisco and refreshing your Workflow PT?
This is the actions steps to take when receiving a ticket with;
Cancellation Denied
Customer wants to return
Item is shipping Out of Network
What is Calling the Customer, Confirm re-routed, process refund, and close ticket?
Definition of a successful attempt of reaching a customer.
What is;
- Calling the customer and reaching them?
- Calling a customer and not reaching them but leaving a VM.
- Proactively emailing the customer (not responding to the one they have sent you).
These are the names of our CEO's.
Who are Niraj and Steve?
What is Stitch?
This is the next step when you finish working your tickets, emails and voicemails.
What is using the google doc Dax created to assist others with their tickets.
The exception to the ticket workflow.
What is a situation where the customer's resolution is changed or impacted in a way that it results in a different outcome?
What is a situation that differs from the original resolution expectation?
This is an example of when you should not wrap the order and instead use the notes only.
What is an incoming call from the DA without the customer on the line?
What is Iron Man?
These are the five steps you should take when you start your day.
What is;
- Clock in
- Check Aspect
- Login to Cisco and Moxie
- Check Outlook emails
- Check voicemails
Example of exceptions for the ticket workflow.
What is customer requests check-in?
What is more information is required to fulfill resolution?
What is a delay in resolution timeline?
Correct way to wrap if a customer calls in and escalates to a manager.
What is;
- Incoming
- Phone
- Customer
- Not able to assist customer today
Name 5 of the 8 call centers we have stations across the country.
What are Bangor, Big Flats, Brunswick, Bryan, Layton, Ogden, Pittsfield and Springfield?
This is where Natasha Romanoff found Bruce Banner.
Where is Calcutta?