KPI
CEB
LL
Queue/IVR
Questions CPR&Credit
100

This Target was just increased to 55% 

What is Adoption rate 

100

Definitely, I can help you with that!

What is a can-do statement  

100

They were leading in the 4th quarter but loose the game last min in the 4th. 

What is the Raptors 

100

Coins procedures routine 

What does CPR mean?

100

How do I get to the recommendation page 

What is compass 

200

You were deducted 45 points from this KPI.

What is Accuracy or Quality  

200
Client Engagement Blueprint

What is CEB

200

Open with energy

What is the "engage" pillar

200


I need to choose option 4 and 1

What option is Credit Support 

200

Empowerment, Educate, Save Link 

What is T2F or Call Optimization 

300

Branch said "you are an asset to the Bank"

What is NPS/Survey

300

I forgot to advise the caller that I sent out out an INC

What is the Discover Pillar

300

Acknowledge and Show Ownership 

What is the "Engage" pillar

300

I have a question regarding GIC/IPS

What is Option 2 Horizon

300

I was born in 1867. 

 

Who is CIBC Age (156 yrs old)

400

Your "HOLD" time is too long 

What is my AHT

400

Oh no! I did not leave a lasting positive impression 

What is show "Value"

400

Check for satisfaction 

What is "Value"


400

Parlez-vous français

Do you need to speak with French Queue

Montreal que or phone number

400

Canadian Imperial Bank of commerce


What is the acronym for CIBC

500

Oops I forgot to  take my break on time

What is my Adherence 

500

Why do you sound so Monotone?

What is Engage 

500

Present compelling solution 

What is Advise

500

I would like to know how to complete a blend rate on a mortgage 

What is Option 4 2 and 1 or 4 2 and 2

500

Yes-walkthrough not required; did not promote; Yes-walkthrough is required

What are the Support Hub selections

M
e
n
u