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1. How can the Help Desk best manage new services and achieve its primary goal of eliminating negative impact on your customers?
A) meet regularly with focus groups and team members to evaluates past performances.
B) be active in the implementation plan for new products
C) meet regularly with stakeholders to determine training gaps
D) be prepared to add staff should a new service fail
2. What is the most likely benefit of implementing a knowledge management system in a support center?
A) Implementing a knowledge management system supports computer-telephony integration.
B) Implementing a knowledge management system allows customers to troubleshoot all of their own incidents.
C) Implementing a knowledge management system increases the customer's dependence upon support services.
D) Implementing a knowledge management system helps build rapport among teams in the support center.
3. What are two ways to understand and value cultural difference ? (Choose two)
A) take a course in business administration
B) take a course in cross-cultural studies
C) study the business practices in relation to the mission statement
D) study the business practices of successful multinational business
4. What is a best practice for managing the bottom line performance of the support center?
A) Ensure that expectations for deliverables are clearly understood.
B) Consider the impact to your team before making decisions.
C) Focus on the technological aspects of the support center.
D) Make progress reports optional for your staff.
5. When an employee enters data into the Cell Tracking System, for what is the employee ultimately responsible?
A) the quality of the data
B) the resolution of the problem
C) the Abandonment Rate
D) the Average Speed of Answer
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: D | Question # 3 Answer: B,D | Question # 4 Answer: A | Question # 5 Answer: A |
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