1.
Unofficial fuel source of contact centre staff
2.
Essential equipment for communicating with customers
3.
Lifesaver when a sneeze arrives unexpectedly
4.
The answer is probably in here somewhere
5.
Promise to speak with a customer later
6.
Sending a customer to the correct team
7.
When a problem needs a higher level of assistance
8.
Place where customers patiently wait... usually
9.
Time spent finishing work after a call
10.
Skill used when customers are having a rough day
11.
Required when a caller starts with "I've already explained this"
12.
Ability to bounce back after a difficult call
13.
Place where questions, memes and updates coexist
14.
Document that determines when you can have lunch
15.
Precious time away from the phone
16.
Thing that mysteriously stops working every Monday
17.
Process used to confirm a customer's identity
18.
Customer's formal expression of unhappiness
19.
The finish line every CSA is aiming for
20.
Reading, typing and talking all at once
