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Duke Energy - What is Positive Phrasing?

What is positive Phrasing? :thinking: Positive phrasing is positioning a statement more positively. It means removing negative :negative_squared_cross_mark: words in favor of positive ones, offering options, and emphasi…

4 March 8, 2024
Duke Energy - Products Stuck in MO2 Shopping Cart!

How to enroll customer in Products when you have them stuck in the shopping cart! How to Remove Items Left in Cart Copy the Customer ID or CA# into the Search tab in your C4C browser Go to the Offers Page after opening…

2 March 29, 2024
Duke Energy - Tech Install Guide

Need help reinstalling tools? Follow the Tech Install Guide in Litmos Follow these directions: Going to https://liveopsnation.okta.com/ Click on the Litmos tile Locate the Duke Energy Certification learning path Ex…

3 July 24, 2023
Duke Energy - Escalation Process Survival Links!

It is a Client requirement for every WARM transfer (Do not cold transfer) to Team Lead have an Escalation Form be completed accompanied by the transfer! Please start filling out the Escalation form as soon as you init…

1 June 21, 2023
Duke Energy Call Flow: A Guide in 10 Steps

About this Job Aid This job aid provides a detailed guide on how the general flow of your interactions should happen. This call flow job aid an essential instrument for structuring inbound customer calls, boosting effici…

6 November 6, 2023
Duke Energy - Universal Directory

Universal Directory Options - :office: Business & Industry - Business accounts / commercial accounts with 8 or MORE Accounts ONLY :moneybag:Centralized Agency Team - Anytime it’s a representative from the assistance…

3 March 2, 2024
Duke Energy - Recorded Process Videos

Want to practice any of the following processes? Open the Customer Connect Folder & Use the C4C Training Environment! Remember Training Login Credentials are housed inside of your LXP learning! Account Number to Use for…

8 September 8, 2023
Duke Energy - Special Hype Recordings!

High Bill Hype! 12.5.2023 https://discourse-static.influitive.net/uploads/db_3d09d790_c165_4300_8c78_625cfe5c96cf/original/3X/9/4/94dc92ffe9cb36371b0447c7a7266c6016c3…

1 December 1, 2022
Duke Energy - Auditor Guide! UPDATED Jan 2023!

Duke Energy SAP Auditor Guide Approved Comments January 2023 UPDATED.pdf (157.4 KB)

3 December 2, 2022
Duke Energy - Duke Energy SAP Metrics & Quality Standards 6.16.22

:pushpin: Note: Although Aux or Not Ready is unpaid, Duke Energy Client Requirement is <5% Aux or Not Ready. :pushpin: **Note: Duke Energy Client Requirement is <2% ACW. Duke Energy SAP - Metrics & Quality Sta…

3 May 7, 2023
About the Duke Energy category 1 January 5, 2021
Residential Solutions - Perfect Call Example 1 April 9, 2024
Duke Energy - RS Special Request Job Aid 2 April 6, 2024
Duke Energy - Text Customers With Contact Center Messaging Video! 3/28/2024 2 March 29, 2024
Duke Energy - Helpful Words & Phrases! 3.12.2024 1 March 12, 2024
Duke Energy - Rider Adjustement Summary Recording! 2/12/2024 45 April 10, 2024
Duke Energy - Caller's Phone Number on Someone Else's Account 2 February 5, 2024
Duke and Dual - Duke is requesting 20 added seats/block from 8a-2p Thu and Fri! Need everyone!!!! 1 January 3, 2024
Duke Energy - Customer Alerts 12.06.2023 1 December 6, 2023
Duke Energy - Deceased Customer Process 12.06.2023 1 December 6, 2023
Duke Energy - High Bill Hype Recording! 1 December 1, 2023
Duke Energy - High Bill Job Aid via The Source 1 November 20, 2023
Duke Energy - DEC/DEP – Universal Consent (UC) and the Memorandum of Understanding (MOU) 1 November 20, 2023
Duke SAP - DAILY REPORT SHOWING YOUR PREVIOUS DAY’S TOTAL TIME - 26th ARTICLE - November 2023 1 November 2, 2023
Duke Energy - Setting up Display Settings 2 February 7, 2024
Duke Energy - ACE Quality Guidelines 1 October 18, 2023
Duke SAP - DAILY REPORT SHOWING YOUR PREVIOUS DAY’S TOTAL TIME - 25th ARTICLE - October 2023 1 October 12, 2023
Duke Energy - Landlord Portal - Marketing Campaign 09/28/2023 1 September 28, 2023
Duke Energy - Improper Team Lead Transfers 1 September 21, 2023
Duke Energy - How to Access MO2 2 September 30, 2023