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Call Center Management Test 2
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Call Center Management Test 2
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25 Questions

1. Symbols - such as smiley faces or frowning faces - used to convey feelings - are called emoticons and should be used sparingly and appropriately

2. Which is the first step when handling difficult customer situations

3. Good writing skills are no more important for service desk analyst today than they were ten years ago

4. Which is a factor that is causing companies to look more closely at using chat to communicate wi th customers?

5. Trend forecasting is a methodical way of determining and - when possible - forecasting - service trends

6. Which is an example of a technology used to enable self service for customers?

7. An analyst calling a customer to say that he is going to be late arriving at the customer's site - before he is late - is an example of __________?

8. Some organizations adopt a commercially available ______ which provides guidance on topics such as punctuation and grammar usage

9. One of the advantages of a knowledge-centered support is that knowledge is made available to the support organization immediately in draft form - enabling knowledge to be available when it is needed most.

10. During incident resolutions - when is management notification appropriate?

11. A simulation system is a technology that enables an analyst to view and take control of connected device in order to perform tasks such as troubleshooting incidents - transferring files - and providing training.

12. Which type of report typically provides an assessment of the current environment - a description of items that will result in an improved environment - and recommendations?

13. Best practice frameworks such as ____ help organizations establish customer-focused processes and technologies in an effort to minimize difficult situations.

14. Why are clearly defined and documented processes and procedures critical to handling incidents and problems?

15. The incident owner acts as a customer advocate and ensures an incident is resolved to the customer's satisfaction

16. The ____ is the most basic reason for an undesirable conidtion

17. Whether you are left or right brained - you must still be able to maintain control of your ability to think logically

18. The challenge with keyoword searching that keywords must be indexed to be located and an exact match must be found.

19. What should you do if a customer is furious because he cannot access his data and is in danger of missing a deadline?

20. Which is included in both a detailed and a short incident description?

21. Typically - what does the right side of the brain handle?

22. Today - service desk analysts are relied upon to do what?

23. Even the most dissatisfied customers will continue doing business with a company if their incidents and complaints are consistently handled quickly and cheerfully

24. In which step in the incident management process is an incident categorized and assigned a priority?

25. ___ is a uniquely human characteristic and generally deals with the future.

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