Techie Talk
UX
Hint: How you and I would perceive a tool
User Experience
TTX
Hint: Our team!
Tools, Technology & Experience
XOE
Hint: Helps an agent sell our Services
Xfinity Order Entry
APPD
Hint: Save a little bit of money
NBC
National Broadcasting Company
TTV
Hint: Matt makes these!
Tool Tips Videos
RPA
Hint: Work smarter, not harder
Robotic Process Automation
CXSO
Hint: The overarching umbrella where TTX lives
Customer Experience Strategy & Operations
ECM
Hint: Submit a request for extra customer support using this tool
Enterprise Case Management
AMA
Hint: Built into Celestial
Ask Me Anything
TLC
The Learning Channel
OKR
Hint: Business term we hear often from our senior leaders
Objectives and Key Results
IVR
Hint: What our customers use when they call in
Interactive Voice Response
APEX
Hint: Team within TTX surrounding the agent and customer experience
Assisted Product Experience
ABT
Hint: You can request a house status change using this tool
Address Build Tool
ACW
Hint: The time agents get to put notes on an account before they take another customer
After Call Work/Wrap
AMC
American Movie Classics
Comcast
Hint: Two words
Communication & Broadcast
HDMI
Hint: The standard cable for connecting your TV and peripheral devices
High Definition Multimedia Interface
DXP
Hint: Team that handles many Assisted and Unassisted tools - including Dotcom IVR, XA and Apps, and XOE
Digital Experience & Platforms
NPS
Hint: Helps us measure satisfaction
Net Promoter Score/System
ITG
Hint: Use these to help a customer through a variety of problems and issues
Interactive Troubleshooting Guides
TNT
Turner Network Television
BRD
Hint: Every new product/tool foundation is based on this
Business Requirements Document
GIF
Hint: We see and use these nearly every day over MSTeams
Graphics Interface Format
XGIE
Hint: Overarching umbrella where CXSO lives
Xfinity Growth, Innovation and Experience
ACSR
Hint: the good ole' billing system
Advanced Customer Service Representative
CPNI
Hint: What we call our subscribers most important data
Customer Proprietary Network Information
ESPN
Entertainment & Sports Programming Network
EBITDA
Hint: Big business term we hear about quarterly; Difficult level 10
Earnings Before Interest, Taxes, Depreciation, and Amortization