🌎 Around the World
🏢 Around the Office
👥 Leadership 101
Know your Sup😎
🎬 Pop Culture Pit Stop
100
Which country is home to the city of Barcelona?
What is Spain?
100
What does AHT stand for?
What is Average Handle Time ?
100
An agent comes to you upset about feedback they received. Should you immediately tell them the feedback is wrong just to make them feel better?
What is NO — Listen to their concerns, review the situation objectively, and explain the feedback or next steps?
100
Which supervisor reps the NY Knicks the most?
Who is Dave Pawloski?
100
What movie features the song “Let It Go”?
What is Frozen ?
200
Which country is shaped like a boot?
What is Italy ?
200
Which team is responsible for making sure staffing levels align with business needs?
What is Resource Management ?
200
An agent makes a mistake that doesn't have a significant customer impact. Should a Team Lead correct the agent publicly in the team chat so everyone can learn from the mistake?
What is NO — Coaching and corrective feedback should generally be handled privately. A general learning opportunity can be shared with the team without identifying the agent?
200
Which supervisor is from the islands?
Who is Sue Watson?
200
What fictional city is Batman associated with?
What is Gotham City?
300
What is the capital city of Australia?
What is Canberra ?
300
Who is our HR representative?
What is Megan Sanborn?
300
An agent has missed the same performance expectation several times despite previous coaching. They tell you, “I'm really trying, so I don't think it's fair to hold it against me.” Should you stop addressing the performance issue because the agent says they're trying?
What is NO — Effort should be acknowledged, but performance expectations still need to be addressed consistently. The leader should identify the gap, clarify expectations, provide appropriate support/coaching, and document follow-up as required. ?
300
Which supervisor can play 4 instruments?
Who is Mike Smola?
300
Which TV show follows a group of friends living in New York City, including Rachel, Ross, Monica, Chandler, Joey, and Phoebe?
What is Friends ?
400
What is the world's largest island that is not considered a continent?
What is Greenland?
400
An agent has a question about whether an interaction met quality expectations. Which team would be the appropriate resource?
What is Quality team?
400
Should a Team Lead follow up with an agent after giving them coaching to see whether the behavior or performance has improved?
what is YES. Follow-up helps reinforce expectations and shows that the coaching conversation wasn't just a one-time discussion. ?
400
Which supervisor has been to 4 seperate highschools?
Who is Sam Davis?
400
Name theses items:
What is slap bracelet, pager, gameboy & Doc Martens
500
Which country has the most time zones when including its overseas territories?
What is France?
500
A new process is being rolled out across multiple customer service channels. Which function would help develop/distribute the training needed to support the change?
What is Business Analyst?
500
An agent improves after receiving coaching. Should you acknowledge the improvement even if they haven't completely reached the goal yet?
What is YES. Recognize the progress while still being clear about what they need to continue working on?
500
Which supervisor is all about cars?
Who is Luis?
500
In The Devil Wears Prada, what is the name of the fashion magazine where Andy begins working?
What is the Runway ?