Midwest Wave 96 PST Week 1 4Q Survey
Name: 


A red asterisk (*) indicates required questions.

  1. Choose up to 5 areas/topics you find beneficial:*
    • Compass behaviors
    • Web based: S3 Sales Process
    • KEY navigation: searching for articles
    • Role plays on channel lineup, store locations and pricing on the website
    • Web based: S3 Build Rapport
    • Searching for customers’ accounts in AAD
    • Searching for customers’ accounts in C360 dashboard
    • Navigating C360 dashboard
    • Discussion on different types of cable equipment
    • Role plays on different TV features and cable equipment
    • Discussion on IVR/automated system and IVR Overlay screen
    • Cable Technology: How TV gets to our customers
    • On demand
    • TWC Legacy: TV Packages
    • Digital Conversion Initiative (DCI)
    • Navigating My Account
    • Navigating TWC Equipment Library
    • Discussion on Whole House DVR and Enhanced Whole House DVR
    • Web based: Spectrum Pricing and Packaging (SPP)
    • Spectrum Business Rules
    • Spectrum TV Packages
    • Spectrum Package Pricing
    • Spectrum Guidelines on how to manage DTAs
    • SPP Call Listening
    • Role plays on Spectrum TV packages, comparison between legacy and SPP packages, DTA scenarios and Whole House DVR to Multi-DVR
    • Account Security Guidelines
    • Locating Authentication Information in C360 dashboard
    • Accessing customer’s statement in ICOMS
    • ICOMS Common Task Codes
    • Locating Information on Customer’s Billing Statement
    • Determining Billing Dates
    • Monthly Recurring Charges and One Time Charges
    • Role Plays on billing dates, monthly recurring charges and one time charges
    • Taxes and Fees
    • Billing Org Chart


  1. Choose up to 5 areas/topics you find confusing*
    • Compass behaviors
    • Web based: S3 Sales Process
    • KEY navigation: searching for articles
    • Role plays on channel lineup, store locations and pricing on the website
    • Web based: S3 Build Rapport
    • Searching for customers’ accounts in AAD
    • Searching for customers’ accounts in C360 dashboard
    • Navigating C360 dashboard
    • Discussion on different types of cable equipment
    • Role plays on different TV features and cable equipment
    • Discussion on IVR/automated system and IVR Overlay screen
    • Cable Technology: How TV gets to our customers
    • On demand
    • TWC Legacy: TV Packages
    • Digital Conversion Initiative (DCI)
    • Navigating My Account
    • Navigating TWC Equipment Library
    • Discussion on Whole House DVR and Enhanced Whole House DVR
    • Web based: Spectrum Pricing and Packaging (SPP)
    • Spectrum Business Rules
    • Spectrum TV Packages
    • Spectrum Package Pricing
    • Spectrum Guidelines on how to manage DTAs
    • SPP Call Listening
    • Role plays on Spectrum TV packages, comparison between legacy and SPP packages, DTA scenarios and Whole House DVR to Multi-DVR
    • Account Security Guidelines
    • Locating Authentication Information in C360 dashboard
    • Accessing customer’s statement in ICOMS
    • ICOMS Common Task Codes
    • Locating Information on Customer’s Billing Statement
    • Determining Billing Dates
    • Monthly Recurring Charges and One Time Charges
    • Role Plays on billing dates, monthly recurring charges and one time charges
    • Taxes and Fees
    • Billing Org Chart


  1. I wish my trainer would have done more of…*


  1. I wish my trainer would have done less of…*


  1. I wish my team lead would have done more of…*


  1. I wish my team lead would have done less of…*





Training Team