Which three technologies enable Help Desks to achieve their performance goals? (Choose three.)
A. Interactive Voice Response
B. Automatic Call Distributor
C. Extra-diem Reporting Application
D. Intra-monthly Monitoring System
E. Customer Relationship Management
To which three types of data do companies restrict access? (Choose three.)
A. network shares
B. personnel records
C. payroll information
D. proprietary information
Which three metric calculations impact customer satisfaction? (Choose three.)
A. Average After Call Work Time
B. Abandonment Rate
C. Averaged Speed of Answer
D. Average Talk Time
E. First Call Resolution Rate
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. demonstrate your commitment to the organization
B. produce individual and team performance reports
C. take the time to recruit and hire new employees
D. seek feedback from the analysts on job difficulties
Which two service parameters are normally addressed in a Service Level Agreement? (Choose two.)
A. products supported
B. training material
C. days and hours of service
D. call flows
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. Average Speed of Answer
C. Abandonment Rate
D. First Call Resolution Rate
What are two benefits of protecting and enhancing the image of the Help Desk? (Choose two.)
A. reduced resolution rates
B. improved employee morale
C. potential business growth
D. timely call avoidance
Service Level Agreements document the level of service provided as well as the level at which that service is provided by which two parties? (Choose two.)
A. Help Desk manager
B. customer
C. service-level managers
D. service provider
E. stake holder
Which four factors are important when dealing with an individual's performance problem? (Choose four.)
A. specific details
B. personality
C. consequences
D. timeliness
E. performance responsibility
If individual performance problems continue for an extended time, the Help Desk manager may need to resort to positive discipline. Positive discipline places responsibility for appropriate performance on the______ .
A. Human Resources Director
B. manager
C. employee
D. employee's colleagues
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