How does a Computer Telephony Integration system interface with a Customer Management System to make trouble reporting more effective?
A. It automatically solves customer problems.
B. It eliminates the need for monitoring call volume.
C. It eliminates the need for training Help Desk analysts.
D. It automatically exchanges accurate and useful information.
What are three characteristics of performance measurement? (Choose three)
A. reliable
B. realistic
C. inflexible
D. objective
E. subjective
Which two tools can the Help Desk most effectively use to provide key information to all customers and communicate the severity of a problem rapidly? (Choose two)
A. e-mail
B. voice mail
C. white boards
D. instant messenger
E. overnight express mail
Which two actions ensure consistent customer service? (Choose two)
A. acknowledge the benefit of the customer's idea
B. ascertain that priority and severity levels are congruent
C. provide everyone on the Help Desk with similar training
D. ensure that customers are aware of Help Desk contributions
What should you use to define a Help Desk's role in an organization?
A. job descriptions
B. development plans
C. goals and objectives
D. vision and mission statement
What contributes most to creative and effective problem solving?
A. practice
B. education
C. technical training
D. standard resolutions
B. to provide Help Desk analysts with answers to every customer
C. to provide a direct channel to vendor's marketing departments for new systems
D. to provide assistance to second-level analysts for more advanced troubleshooting
A customer could not get through to a support representative when calling the Help Desk in the morning. He had to call back later. Which metric captures this situation?
A. Time in Queue
B. Abandonment Rate
C. Average Speed Answer
D. First Call Resolution Rate
Which concept refers to identifying required staffing based on projected volume?
A. insourcing
B. outsourcing
C. trend awareness
D. resource planning
When the morale of the team is low, which two points of personal leverage can you use to help motivate your staff? (Choose two)
A. take the time recruit and hire new employees
B. produce individual and team performance reports
C. demonstrate your commitment to the organization
D. seek feedback from the analysts on job difficulties
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