streaming apps
What is STVA and how can a cx get it?
What is Spectrum Tv app it can be downloaded and streamed with compatible devices?
What feature do we as reps offer to our cx to provide an effortless experience when calling in about their acct?
What is Voice ID?
When should we acknowledge a cx concern about a service issue, rate increase etc?
What is right after they state their reason for calling and throughout the call?
Why do we as reps need to keep the call?
What is it helps us serve our cx without transferring them when its not necessary?
Can a cx have a cable box and stream TV?
What is no, streaming is a boxless service?
Who can we as reps offer Voice ID to?
What is any cx who is an AH or AU after they have been verified and authenticated and agrees to do so?
Cx has Gold package and calls in to downgrade to tv select due to the cost what should you do?
What is have a discussion with the cx about the additional features included and that since this is a grandfathered package once canceled, we cannot add it back?
Cx calls in and is having issues with internet service what should u do?
What is go to device management page and check for outages or disco?
What tv packages have the option to stream?
All of our SPP3.0 packages have the option to stream as long as cx has compatible streaming device or tv
What is the cost of Voice ID?
What is zero, this is a free service?
how can you determine a cx needs?
What is asking Probing questions?
What should we do if a Cx calls in and needs assistance with setting up spectrum app login info?
What is send cx an EHH titled Getting Started with the Spectrum App?
What devices /tv brand is compatible with the spectrum tv app?
What is Samsong and XCLASS smart tvs, Roku tv or Roku device, XBOX one, Apple tv
When should we start capturing the cx voice?
What is at the beginning of the call once verified and authenticated?
cci wants to cancel internet service on acct due to promo expiring you notice they are prequalified for ACP what should u do?
What is educate cx on value of having internet service and offering ACP?
Cx calls in wanting to speak to retention dept to discuss promos what should we as reps do?
What is advise the cx that we as billing reps can assist and edu on promo info on acct? Retention aka cx solutions only cancels service they don't handle promos.
Where can I find a list of what devices and tv brands are compatible with the stva?
What is Copilot article HOW6536?
What is the value and benefit to a cx who enrolls in Voice ID?
What is it saves time and they dont have to provide that 4 digit security code going forward it would identify them by their voice?
Cx calls in and states they want the discount that their daughter is getting or they will close acct and go to another provider who is cheaper what can you do?
What is offer to look at the cx acct and check for additional discounts acp etc edu on value of service and benefits of having our service no contracts free trouble calls security suite etc?
cx calls in to cancel service 2 days into their bill cycle what should we do?
What is have a monthly subscription service convo with cx?