Channel Optimization Members
This Channel Optimization team member is known for joining meetings with a cheerful “Good day.”
Who is Rob R?
Before it was known as COBRA, this was the tool’s original name.
What is CORA?
This rate identifies how often customers may use a newly launched feature or self-serve option.
What is adoption rate?
This button becomes impossible to find the moment someone says, “We can hear your background noise.
What is mute?
Her 2023 blockbuster showed that even an existential crisis can come with impeccable style and plenty of pink.
Who is Barbie?
This Channel Optimization team member often kicks off meetings with a spirited “Ahoy!”
Who is Sean M?
Channel Optimization officially came to life in this year.
What is 2018?
This metric captures the share of customer interactions completed fully within a self-serve channel, without employee support.
What is containment rate?
This office appliance transforms one lunch into a smell shared by the entire floor.
What is the microwave?
Ross and Rachel’s famously disputed relationship status centered on this kind of timeout.
What is a break?
This Channel Optimization leader is known for prefacing a great question with, “Can I ask a stupid question?”
Who is Trish?
Our fearless leader joined the Channel Optimization team in this year.
What is 2023?
This practice maps a customer’s steps, pain points, and channel transitions from start to finish.
What is customer journey mapping?
This email function allows one announcement to generate dozens of unnecessary “Thanks!” responses.
What is Reply All?
In The Office, Michael Scott proudly burns his foot while cooking this breakfast food beside his bed.
What is bacon?
This current team member has been with Channel Optimization Team the longest.
Who is Mike O?
Per COBRA, this was the first-ever initiative launched by Channel Optimization.
What is Simplii Apple Pay Validation?
This approach ensures experiences feel connected and consistent across phone, digital, and in-person channels.
What is omnichannel?
This technical fix solves a surprising number of workplace problems by turning the device off and back on.
What is a restart?
In Schitt’s Creek, Moira’s recipe instructions tell David to “fold in” this ingredient, launching a legendary kitchen argument.
What is the cheese?
In September, these Channel Optimization team members received virtual birthday cards, one of the most active birthday months.
Who are Victor, Rahul, Sal, and Shaina?
Before becoming Channel Optimization, the team was known by this name.
What is Demand Management Office?
This "term" occurs when a customer starts in self-service but must move to an assisted channel to complete the task.
What is digital leakage?
This elusive calendar event tends to disappear the moment someone decides to schedule over it.
What is focus time?
This mockumentary vampire series features four Staten Island roommates who can conquer the undead but struggle with household chores.
What is What We Do in the Shadows?