Going the Extra Mile
This 7-letter word describes the ability to understand and share the feelings of a frustrated customer.
What is Empathy?
According to Chappell Roan, this is the colorful "Club" where you can "keep on dancing down in West CTCT."
What is the Pink Pony Club?
Pressing this keyboard shortcut (Control + C or Command + C) is the fastest way to save a customer's email address to your clipboard.
What is Copy?
This is the most common reason small businesses send email campaigns: to keep in touch with this group of people.
Who are Customers (or Subscribers)?
This popular internal messaging platform is where our team hangs out, shares GIFs, and coordinates the daily queue.
What is Slack?
When a customer asks for a feature we don't have, instead of saying "No," a powerhouse agent should focus on offering these.
What are Alternatives (or Workarounds)?
This legendary rock band wants you to know they are a "rocket ship on my way to Mars" in their unstoppable anthem, "Don't Stop Me Now."
Who is Queen?
In Salesforce, this blue, thumb-shaped button is used to publicly praise a teammate for going the extra mile.
What is a Shout-out (or Feedback / Thanks)?
This annual shopping holiday, taking place the Saturday after Thanksgiving, was created to encourage people to support local businesses.
What is Small Business Saturday?
This is the term for a quick, 15-minute daily meeting where the team aligns on priorities and shares daily updates.
What is a Standup (or Scrum / Huddle)?
According to service industry standards, this is the term used when an agent resolves a customer's issue during their very first interaction.
What is First Contact Resolution (FCR)?
This pop star reminds us that "what doesn't kill you makes you" this.
Who is Kelly Clarkson?
This is the common tech term for clearing your browser's temporary storage, often the first step in resolving loading issues.
What is Clearing Cache and Cookies?
This 3-letter acronym represents the visual identity of a small business, including its unique colors, fonts, and assets.
What is a KIT (or BrandKit)?
This department tier at CTCT is responsible for managing direct alliances and key channel relationships.
What is the Partner Department?
This 3-letter acronym refers to the time an agent spends completing documentation, notes, and system updates immediately after disconnecting a call.
What is ACW (After Call Work)?
Cake’s high-energy anthem "The Distance" famously declares that the runner is "going the distance" and "going for" this.
What is Speed?
This term describes the automated pipeline or logic in Salesforce that automatically routes an incoming ticket to the correct queue or agent.
What is an Assignment Rule (or Flow / Case Routing)?
This marketing term refers to the percentage of recipients who clicked on at least one link inside an email campaign.
What is the Click-Through Rate (CTR)?
This term refers to a cross-functional alignment where two different departments swap knowledge to better understand each other's workflows.
What is Shadowing (or Cross-Training)?
In support psychology, this "recovery" model suggests that a successfully resolved service failure can actually leave a customer more loyal than if no error had occurred.
What is the Service Recovery Paradox?
Marvin Gaye and Tammi Terrell famously sang that no mountain is too high, no valley is too low, and this body of water is too wide to keep them from getting to you.
What is a River?
If an API integration is failing due to "Error 401," the connection is experiencing this specific type of issue.
What is an Unauthorized / Authentication Error?
This mathematical term describes the formula used by businesses to measure the net profit of an advertising campaign relative to its cost.
What is ROI (Return on Investment)?
When multiple teams combine their unique strengths to produce an effect greater than the sum of their individual efforts, they achieve this 7-letter buzzword.
What is Synergy?