How can the Help Desk best manage new services and achieve its primary goal of eliminating negative impact on your customers?
A. be active in the implementation plan for new products
B. be prepared to add staff should a new service fail
C. meet regularly with stakeholders to determine training gaps
D. meet regularly with focus groups and team members to evaluate past performances
What should you consider when performing workforce scheduling and resource planning? (Choose three.)
A. the random nature of call arrival patterns
B. how to project future workloads based on past request arrival patterns
C. the need to identify required staffing based on projected volume
D. insourcing and outsourcing procedures
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. First Call Resolution Rate
C. Average Speed of Answer
D. Abandonment Rate
What are two roles of expert systems in Help Desk applications? (Choose two.)
A. to provide a direct channel to vendors' marketing departments for new systems
B. to provide Help Desk analysts with answers to every customer question
C. to narrow down the type of problem and suggest resolutions
D. to provide assistance to second-level analysts for more advanced troubleshooting
Which two service parameters are normally addressed in a Service Level Agreement? (Choose two.)
A. days and hours of service
B. call flows
C. training material
D. products supported
Acme Brick Company is experiencing significant growth and making rapid changes to its technology. The increased number of support calls has impacted service levels. To solve the problem, management is considering outsourcing, insourcing, or contracting for staff. In which situation should management choose the "contracting for staff" option?
A. Management believes that call volumes will remain at the current levels for the next several years.
B. Management believes that dealing with support organization issues is distracting its attention and ability to deliver new business applications.
C. Management is uncertain as to the support headcounts that will be needed in the months ahead, but it is certain that increases are needed now.
D. Management believes that staffing loads have peaked and that things should slow down over the next two weeks.
Analysts play a large part in ensuring that the Help Desk provides consistent service to customers. Which two regularly scheduled events ensure that your analysts provide consistent service? (Choose two.)
A. analyst focus groups
B. analyst training
C. analyst reviews
D. analyst interviews
Which two techniques are effective in preventing or eliminating customer conflict? (Choose two.)
A. maintaining normal voice modulation with the customer
B. matching voice modulation with the customer
C. empathizing with the customer during problem resolution
D. instructing the customer in problem resolution
Call volume increases whenever a new release of software is deployed, causing an increase in the Abandonment Rate. You have decided to increase staff for the new release scheduled to rollout in three months. What helped you make your decision? (Choose two.)
A. change management
B. workforce scheduling
C. quality assurance
D. disaster recovery
E. trend analysis
Customer satisfaction surveys provide feedback on . (Choose two.)
A. corporate directives
B. how well you are fulfilling your mission
C. how to create levels of service that are negotiated and standardized
D. your Help Desk's performance
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