Work Place Behavior
Business Casual Attire every work day (Mon-Fri)
What is dress code
E.C.S. are acronyms for
What is Enterprise Client Services
How often the client issue is resolved during the first point of contact .
What Is FCR
This is how you would access articles that you are subscribed to
A place on the Panorama Page that can be used when you are having access issues
What is IT support Portal
Ensuring your systems are loaded and you are available for the start of your shift
What is being on time ?
A place where HR courses or additional learnings are assigned .
What is Talent Center \ E-Learns
Focuses on call quality requirements which include standard greeting and closing , acknowledging clients reason for calling, and resolving clients needs
What is quality assurance (QA)
Click on this to stay up to date on particular articles
What is Subscribe ( star)
BBQ Sauce
What is an item my Trainer dont like ( THIS IS A DOUBLE POINT FOR ACTIVELY LISTENING )
Being able to have a conversation with your lead, manager, or above .
What is an Open door Polices
Residential, SMB, Enterprise
What are departments within Charter \ Spectrum
What is Client Effort Surveys (CES)
GEN, HOW, PR and COM are all
What are (copilot) acronyms
Responsible for production and billing support
What is Enterprise Client Services (ECS)
Remaining Calm, using positive words, actively listening, providing White glove services
What is Professionalism?
2 types of DATA Transport Services that are provided to our Enterprise Clients .
What is Fiber \Coax services (Internet,Voice,TV,Network and managed services)
Has a goal of 80% or more, completion on every call used to understand the prior reason for the call
What is call tracker
The best way to achieve search results within copilot
What is Keywords
Accessible place to find both employee and client facing information , time keeping , schedules, it support portal, talent center
What is Panorama
Talking over the client, falsifying company documents , call avoidance , foul language, accessing inappropriate content on company issued devices
What are Terminable\Inappropriate Behaviors
3 Companies formed together to make this brand
What is Spectrum
Complies with the scheduled work times which includes start stop breaks and lunches and have a current goal of 90% or greater
What is schedule adherence
Actions, Related articles, properties,
What are sections found on the right side of an article
Free Points
Remember to Always GO BIGGER :)