What are three ways to maintain a balanced and positive outlook when adapting to new situations, priorities, or demands? (Choose three.)
A. identify trends in service, and then develop resources to meet those trends
B. concentrate on common goals during times of disagreement
C. develop interests outside of work to provide a stress-free zone
D. create a personal network of advisors with whom you can share problems and concerns
What are two benefits of external outsourcing compared to contract staffing? (Choose two.)
A. fewer employee benefit issues
B. fewer management issues
C. the ability to easily extend the hours of support
D. the ability to handle peak periods associated with new technology rollouts
Which analysis report helps a manager determine the need for additional organizational skill development?
A. gap analysis
B. analyst analysis
C. project analysis
D. job analysis
How can the Help Desk best manage new services and achieve its primary goal of eliminating negative impact on your customers?
A. be prepared to add staff should a new service fail
B. meet regularly with stakeholders to determine training gaps
C. meet regularly with focus groups and team members to evaluate past performances
D. be active in the implementation plan for new products
Which technology reduces Help Desk call volumes?
A. e-mail
B. voice mail
C. telephone
D. self-service
Your support organization has 20 frontline analysts. The Call Management System produces performance reports that show the amount of time each analyst is on the phone, performing wrap- up work, and not available. Reports also show the number of calls taken and the average talk-time per agent. Based on these reports, what should the manager do to improve the support organization's performance?
A. recognize and reward the individual who handles the most calls
B. publish a list of agents ranked by who has the most talk time
C. recognize and reward the individual who has the least "not available" time
D. publish trend reports for the group as a whole
Which three methods clarify understanding of organizational missions, strategies, strengths, weaknesses, and capabilities? (Choose three.)
A. consistent and high-impact feedback to team members
B. interviews with key stakeholders, customers, and leaders
C. focus groups
D. round-table meetings with employees
Which three methods clarify understanding of organizational missions, strategies, strengths, weaknesses, and capabilities? (Choose three.)
A. consistent and high-impact feedback to team members
B. interviews with key stakeholders, customers, and leaders
C. focus groups
D. round-table meetings with employees
Which three should be included in the professional development plans for your staff? (Choose three.)
A. an assessment of each member's strengths and weaknesses in comparison to those that are required for the current position
B. a list of classes available in your corporate training center
C. an assessment of each member's strengths and weaknesses in comparison to those that are required for the next job which the staff member is seeking
D. a list of training programs that the staff member should take in the months ahead
Who is primarily responsible for creating a positive work environment?
A. executives
B. managers
C. Human Resources
D. everyone
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