Customer Experience

Which Agent will be recognised at the end of the month?

• Highest Scoring

• Most surveys completed

• No agents are recognised

True or False: The CEXP team can authorise any type QA fails

• True

• False

How many interactions are pulled and marked per agent per month?

• 25

• 20

• 10

• 5

How many sections of the CEXP score card is there?

• 5

• 2

• 4

• 8

True or False: Only 30% of customers from an interaction the previous day are offered a survey to complete?

• False

• True

If an interaction is marked below 85%, who will provide feedback to the agent?

• Customer Experience Team

• Team Leader

• Trainer

• Feedback Coach

Which of the following is a section on the score card

• Action

• Completed

• Enthusiasm & Professionalism

• General

Where are the individual shoutouts posted?

• Important Announcements

• CI Hub

• Hi-Bob

• Company Annoucements

How many questions are included in the Customer Survey?

• 4

• 5

• 8

• 6

What are the 5 sections of the CEXP score card?

• General, Greeting, Etiquette & Professionalism, Customer Service, Response

• General, Greeting, Enthusiasm & Professionalism, Customer Service, Resolution

• General, Greeting, Etiquette & Professionalism, Customer Service, Resolution

• General, Greeting, Etiquette & Professionalism, Consumer Service, Resolution