ISM CLG

Billiy is eligible for a wireless upgrade.  He wantsd to know which phones are NOT included in the $100 discounted save offer for the ATT Next? 

• Samsung Galaxy S8 +
• IPhone 8
• IPhone 7 Plus 32 GB
• Note 8*

Chonta wants to cancel her DTV service, because she claims she never uses it.  Select the statement which would NOT be a part of the Influence component. 

• Provide a resolution that meets their WINs.
• Recommend AT&T Unlimited Plus with a Video Loyalty Credit and HBO
• Ask what brought them to AT&T (DIRECTV) originally
• Advise why they should stay an AT&T customer

What is the formula for Disconnects per 100?

• Disconnects x work hours 
• Disconnect x AHT /  after call wrap
• 100 x # of calls
• Disconnect Units/Calls X 100