CCOE
The person created CCOE on 7/01/2019
Who is Jamie Lancaster
This is the site you would use to access your payslips and your W2.
What is MyInfo?
This is the email inbox you would use to send a concern you want the Advocacy Team to investigate
What is KCCExecutiveCommunications@kroger.com?
This is what a debit card chargeback is called
What is a TARR chargeback
The number of Service Planners that make up the KSC
What is 6
This is the number of Service Owners in CCOE
5- Doug, Julie, Melinda, Jenn, Mary
Associate Connect supports this many Associates with their benefits.
What is 87,000
Problems such as damaged groceries, missing items, late drivers, or property damage fall under this top customer-issue category.
What are Delivery issues
These are the four merchant sites from which we work incoming chargebacks. Name all 4
What is Amex?
What is Discover?
What is World Pay?
What is PayPal?
The newest telephone system being supported in stores nationwide is known by this 3 letter acronym
What is OST or Open Source Telephony
This leader is responsible for internal call center operations and performance.
Rithy Kim
This is the site Associate Connect uses to help Associates and Retirees ensure they receive their Associate Discount
What is EHH
Questions about KPF Boost, streaming service benefits, upgrades, downgrades, or cancellations fall under this customer issue category.
What is Boost?
A way for customers to pay their bills without a checking account
What is Bill Pay on Customer Service Platform (CSP)
An afterhours service provided by the KSC for Fuel Driver Issues is known by this name
What is Fuel Procurement
These groups are responsible for first contact and/or triage
Operational (vendor) Partners - (IBM GIX InfoSys)
Issues involving turned-off delivery access, disabled loyalty credits, blocked fuel point redemption, or RSV codes fall under this category with a dramatic nickname
What is Fraud/Fuel Jail
This is the team that has the ability to block customers from shopping online
What is Online Fraud
Associates can Request Service, Browse the Knowledge Base, Submit low priority tickets, and view their existing tickets on this website
What is ServiceNow Self Service Portal
The abbreviation of the CCOE prior to 7/1/2019
What is CEN (Customer Experience Network)
On average, the Advocacy Team receives this many emails per day about customer issues, not counting calls.
What is 50
The Customer facing part of the stores including SCO and Fuel
What is Front End