CX Terms & Process
This is another word for the type of group a client is in.
What is a cohort?
OR
What is a group assignment?
We refer to these as a measure of the tasks we complete. These are valued on a 1-4 tier scale.
What are case points?
This country is famous for the Great Barrier Reef.
What is Australia?
This popular TV series features a character named "Rachel Green," played by Jennifer Aniston.
What is Friends?
This is the only fruit that has seeds on the outside.
What is a Strawberry?
This is what happens when a client's final week of care comes to a close.
What is discharge?
OR
What are aftercare referrals?
What is after-call work?
This city in Italy is home to the ancient Colosseum.
What is Rome?
This famous singer’s real name is Stefani Joanne Angelina Germanotta.
Who is Lady Gaga?
What is Mars?
This is what occurs when a client's asked to extend their care.
What is a discharge extension?
This is a measure of our work being completed on time, based on the tier of the case.
What is Case Resolution?
OR
What is Case SLA?
This U.S. State is known for its theme parks, especially Disney World.
What is Florida?
This animated movie features a character named Simba, who becomes the King of the Pride Lands.
What is The Lion King?
This bird can fly backwards.
What is a hummingbird?
This is something we may offer when a client is not enjoying their group.
What is a group reassignment?
OR
What is a group change?
This is a measure of accuracy and attention to detail when our work is reviewed by leadership.
What is QA?
OR
What is quality?
This South American country is home to the Amazon Rainforest and is famous for its soccer culture.
What is Brazil?
This popular artist's album Lover was released in 2019 and included the hit song "ME!"
Who is Taylor Swift?
This is the most commonly consumed beverage after water.
What is Tea?
This is a type of case we submit whenever feedback needs to be relayed to group leadership.
What is an internal review case?
This is a field where we notate the steps taken to resolve a client's concerns.
What is the Case Resolution Detail field?
This country in Southeast Asia is known for its futuristic skyline and the iconic Marina Bay Sands Hotel.
What is Singapore?
This is the name of the fictional school in the Harry Potter series.
What is Hogwarts?
This is the only country to have a one-syllable name.
What is Maine?