Process Improvements
What changed regarding transferring callers asking about the status of ETD tickets?
Agents can now complete a warm transfer to the National Field Support team when an Escalate to Dispatch (ETD) ticket is needed.
You can use these tools to help you get the best resolution for your customer. (3 tools)
Co-Pilot
A.I tool
Decision Tree
What month is the Employee Insight Survey?
September
You can now transfer a customer to this department after you have submitted an escalation to dispatch ticket.
National Field Support Team
You can go here to see past interactions customers had with a previous agent.
Call summary button in the resolution, notes, and interaction panel.
This Policy that allows employees to take unpaid leave, aiding to balance work and life. It allows us to adjust to customer demand and maintain service levels.
What is VTO (voluntary Time OFF)
What can now done through Agent OS for TV Stream that used to require transfers to Retention?
Agent can now downgrade TV customers from packages such as TV Select directly to TV Stream. Agent used to have to transfer the call to Customer Solutions.
You can save multiple articles in this folder and get automatic updates when there is a change in that specific article.
Favorites in Co-Pilot
One of the many ways that we support career and professional growth at charter is _________. Performance goals were recently amended to make it possible for agents to achieve this status.
What is Level UP!
What recent changes to the CA LifeLine Appeals process was implemented to for customer’s who wish the CA LifeLine Administrator’s rejection?
Agents can now complete a UCM following the path CA Broadband Pilot > Reapplication Request. This increases customer confidence and reduces FCR hits by providing the UCM ticket number.
You can use this state-of-the-art tool to compare other companies' pricing and packaging in the customer's specific area.
Competitive Edge
This newly introduced scheduling policy lets agents redistribute part of their shift across the remaining four workdays to leave early—and even swap their scheduled days off for added flexibility.
What is Flex Time?
What recent change was made for TV Select customers that are in a Declared Severe Weather or Disaster Event?
Agents can now provide service relief options for TV Select affected by natural disasters. Customers can keep current service levels along with access to entertainment apps at a discounted rate.
In Agent OS I am a tab that displays a searchable list of Spanish and English documents that you can send to the customer. What am I?
EHH Directory
Before Spectrum's policy to view the STVA you must have a Samsung TV or ROKU. _____ and ___ can now be utilized to view the STVA with this new update to the policy.
Android and FireTv