Quizzes

Quizzes

• 360-degree view of the customer quiz

  Companies constantly chase the "360-degree view of the customer," aiming to merge different data sources to provide timely, consistent service.  Continue Reading

• Test your knowledge of customer experience management best practices

  Take this short quiz to test your knowledge about customer experience management best practices.  Continue Reading

• Call center operations quiz

  Call center operations are working hard to keep up with the technology revolution. Find out why the call center is not just for telephones anymore.  Continue Reading

• Test Primary Topic number 9

  Test Primary Topic number 9Test Primary Topic number 9Test Primary Topic number 9  Continue Reading

• Understanding the virtual call center trend: Quiz

  Organizations across all industries are deploying virtual call centers in an effort to cut costs and improve the customer experience. Now, advances in Voice over Internet Protocol (VoIP) technology and on-demand call center applications have made it...  Continue Reading

• Workforce optimization (WFO) quiz

  Workforce optimization (WFO) is still an emerging call center technology, but in recent years the call center market for WFO has experienced tremendous growth as companies look to optimize their business processes through one unified system. Whether...  Continue Reading

• Speech analytics technology quiz

  As more call centers become familiar with speech analytics, the technology is still developing and maturing. The uses for speech analytics continue to expand and new functionality is enabling the use of speech analytics beyond the walls of the call ...  Continue Reading

• Call center metrics school: Final exam

  After you've gone through the 10 lessons in the call center metrics school, test your knowledge in this final exam.  Continue Reading

• What is the industry standard for service level?

  Test yourself on service level in this question from the Call Center Metrics School quiz.  Continue Reading

• If a call center has an 80% occupancy rate, what does that mean?

  Test yourself on occupancy in this question from the Call Center Metrics School quiz.  Continue Reading

• What call center software can provide comprehensive schedule adherence information?

  Test yourself on schedule adherence in this question from the Call Center Metrics School quiz.  Continue Reading

• Call center metrics quiz answers

  With answers from the Call Center Metrics School quiz, learn about call center metrics like average handle time, occupancy and schedule adherence.  Continue Reading

• Why is accurate forecasting important in the call center?

  Test yourself on call center forecasting in this question from the Call Center Metrics School quiz.  Continue Reading

• Which of the following is not true about cost per contact?

  Test yourself on cost per contact in this question from the Call Center Metrics School quiz.  Continue Reading

• Average handle time should not be monitored at which level?

  Test yourself on average handle time in this question from the Call Center Metrics School quiz.  Continue Reading

• How low should you keep the blocking rate in the call center?

  Test yourself on blocking rate in this question from the Call Center Metrics School quiz.  Continue Reading

• Which of the following is the least common method of issuing customer satisfaction surveys?

  Test yourself on customer satisfaction in this question from the Call Center Metrics School quiz.  Continue Reading

• CRM ROI quiz.

  For many years, the return on investment (ROI) from CRM implementations was dissapointing -- at one point, analysts suggested that eight out of 10 projects failed to deliver on ROI promises. Today's reports are more optimistic, and many ...  Continue Reading

• Web 2.0 and CRM quiz answers

  Test yourself on Web 2.0 and social networking and how this technology is impacting CRM, with the answers to SearchCRM.com's quiz.  Continue Reading

• Web 2.0 and CRM quiz

  This quiz on Web 2.0 and CRM was designed to test your knowledge of Web 2.0 technology and social networking and open your eyes to how this technology can help advance CRM initiatives.  Continue Reading

• "Do not call" quiz answers

  Refresh your memory on "do not call," including National Do Not Call Registry regulations, with the answers to SearchCRM.com's quiz.  Continue Reading

• "Do not call" quiz

  Need to brush up on "do not call" regulations? This quiz tests your knowledge of the history behind the National Do Not Call Registry and its impact on the call center industry.  Continue Reading

• Preventing call center attrition quiz

  This quiz was designed to test how savvy call center managers are at preventing agent attrition. Learn effective methods that can be used to keep agents happy and motivated and keep them on the job longer.  Continue Reading

• Preventing call center attrition quiz answers

  Discover how to prevent call center attrition with the answers to SearchCRM.com's quiz.  Continue Reading

• Call center interactive voice response (IVR) system quiz

  Call center interactive voice response (IVR) systems continue to expand their functionality. Find out how much you know about today's IVR technology with this quiz.  Continue Reading

• Call center interactive voice response (IVR) system quiz answers

  Find out how you did on SearchCRM.com's call center IVR system quiz with these answers.  Continue Reading

• Remote call center agent management quiz

  Remote call center agents can be useful for businesses to meet staffing demands with flexibility. Managing remote call center agents requires a different set of standards and communication methods. Find out how much you know about remote call center...  Continue Reading

• Remote call center agent management quiz answers

  Read the answers to the remote call center agent management quiz for more information on the management challenges and technology associated with remote call center agents.  Continue Reading

• CRM for financial services quiz

  Test your knowledge of CRM for financial services here. This quiz features questions on how vertical CRM is changing the industry and how many financial institutions are having success with CRM.  Continue Reading

• CRM for financial services quiz answers

  Looking for answers to SearchCRM.com's quiz on financial services? Read the answers plus detailed information from our most popular news articles on industry-specific CRM here.  Continue Reading

• Microsoft Dynamics CRM quiz answers

  Looking for answers to SearchCRM.com's quiz on Microsoft Dynamics CRM? Read the answers plus detailed information from our most popular news articles on Microsoft CRM here.  Continue Reading

• Microsoft Dynamics CRM quiz

  If you missed Microsoft's Convergence 2007 conference, use this quiz to catch up on the latest Microsoft CRM news. Read our most popular news articles on Microsoft CRM as well as announcements from the conference. Find out how much you know -- and ...  Continue Reading

• Customer loyalty quiz

  Figuring out how to attract and retain happy customers is a struggle for every organization. Find out how much you know about customer loyalty with this quiz. You'll find the most common terms related to customer loyalty, as well as technology ...  Continue Reading

• Customer loyalty quiz answers

  Every organization struggles with customer loyalty. Find out how much you know about customer loyalty with the answers to SearchCRM.com's Customer loyalty quiz.  Continue Reading

• Enterprise CRM software vendors quiz

  If you've followed the CRM market closely in the past year, you won't have too much trouble answering the questions in this quiz on Enterprise CRM vendors. Test yourself on vendor headlines and the latest CRM products here.  Continue Reading

• Customer self-service quiz

  Many CRM practitioners are aware of the cost savings associated with self service. But there is a lot more you need to know in order to use self service effectively in your organization. Test your self service savvy with this quiz from SearchCRM.com.  Continue Reading

• Customer self-service quiz answers

  Looking for a cheat sheet to SearchCRM.com's Customer self service quiz? Read answers and get detailed information on all related CRM topics, including the benefits of self service technology and how to select and manage self service ...  Continue Reading

• 10. Employee self service vendors

  Employee self service vendors are varied and include Oracle and iClick. Find out another in this tenth quiz answer from SearchCRM.com.  Continue Reading

• 8. Agent use of an employee self-service system

  What's the best way for agents to enter information into the knowledge base in an employee self service (ESS) system? This eighth quiz answer from SearchCRM.com's quiz will tell you.  Continue Reading

• 9. Metrics to measure after implementing employee self service

  After implementing an employee self-service system, help desk employees and call center agents should be measured differently. Find out which metrics are important in this quiz answer from SearchCRM.com.  Continue Reading

• 3. Employee self-service applications access

  Access to employee self-service applications is discussed in this answer to the third question of SearchCRM.com's employee self service quiz.  Continue Reading

• 4. Employee self-service applications in relation to enterprise resource planning (ERP) applications

  Employee self-service applications and how they fit into enterprise resource planning applications is discussed in this answer to the fourth question of SearchCRM.com's quiz on employee self service.  Continue Reading

• 6. Staffing requirements for knowledge management or self-service systems

  Does a knowledge management or self-service system require more employees? The answer to the sixth question of SearchCRM.com's employee self service quiz explains.  Continue Reading

• 7. This employee self-service search tool uses natural language and follow-up questions

  This employee self service (ESS) tool lets employees use natural language and specific questions to find answers to problems on their own. This is the answer to the seventh question of SearchCRM.com's employee self service quiz.  Continue Reading

• Employee self service quiz

  Employee self service (ESS) can be used to help employees handle routine tasks and for help desk employees and call center agents to assist customers better. Test your knowledge of employee self service with this quiz from SearchCRM.com.  Continue Reading

• Employee self service quiz answers

  Employee self service (ESS) is an up-and-coming technology that can help employees perform routine tasks and assist customers more quickly. Find the answers to SearchCRM.com's employee self service quiz here.  Continue Reading

• 1. Part of a human resources management trend that reduces time on routine tasks

  This trend in human resources management is the answer to the first question of SearchCRM.com's employee self service quiz.  Continue Reading

• 8. An intranet can be extended to outside parties with this network

  An extranet extends a company's intranet on a network so that outside parties can use it.  Continue Reading

• 5. A call center without physical boundaries

  A virtual call center is a call center whose agents do not all work in one physical location.  Continue Reading

• 6. A call center agent is replaced by this automated program in an organization

  A virtual agent takes the place of a customer service representative to assist customers.  Continue Reading

• 2. A core competency is a business' specific strength in the marketplace

  A core competency is a business' specific marketplace strength.  Continue Reading

• 4. Call center ROI can be used to grade how well a company is managed

  Return on investment (ROI) measures the profit realized as the result of a specific use of money. The ROI for a call center is used as a way to grade how well a company is managed.  Continue Reading

• 7. An outsourcing company that provides storage space and related management duties

  A storage service provider is an outsourcer that provides storage space and other management duties.  Continue Reading

• 10. Definition of application service provider

  An application service provider (ASP) offers applications that do not need to be located on a business' own computers.  Continue Reading

• Call center outsourcing quiz

  This call center outsourcing quiz will test your knowledge of call center outsourcing practices and terms, including technology, metrics and trends.  Continue Reading

• 3. Contracting specific business tasks to a service provider

  Business process outsourcing (BPO) might be used by a call center to contract some business tasks to a service provider for cost savings.  Continue Reading

• 10. A type of program that a spammer uses to find email addresses

  A spambot is a program used by spammers that trolls the Internet searching for email addresses. This is the answer to the tenth question of SearchCRM.com's email marketing quiz.  Continue Reading

• 2. Email forgery technique used by spammers

  The answer to the second question in SearchCRM.com's email marketing quiz defines email spoofing, an email forgery technique used by spammers.  Continue Reading

• 7. Program used to detect unwanted email messages

  The answer to the seventh question of the SearchCRM.com email marketing quiz describes a spam filter, which prevents unwanted emails.  Continue Reading

• 1. Technique used to customize offerings for specific customers

  The answer to the first question of SearchCRM.com's email marketing quiz defines personalization and discusses e-commerce and one-to-one marketing.  Continue Reading

• 4. Emails that allow purchases directly in the message

  This answer to the fourth question of SearchCRM.com's email marketing quiz defines transactional emails and their uses and related products.  Continue Reading

• 5. A more formal way of saying "spam"

  This answer to the fourth question of SearchCRM.com's email marketing quiz defines unsolicited bulk email -- UBE -- which is a more formal way to say "spam."  Continue Reading

• 6. The number of times that users click on links in an email or on a Web site

  This answer to the sixth question from SearchCRM.com's email marketing quiz describes the clickthrough rate, which is the number of times users click on links in an email message or on a Web site.  Continue Reading

• 9. Permission-based email that decreases spam

  Opt-in email reduces the amount of spam by sending messages to recipients who have already signed up, says this SearchCRM.com quiz answer.  Continue Reading

• 3. An email message returned as undeliverable

  The answer to the third question in SearchCRM.com's email marketing quiz defines bounce email, an email message returned as undeliverable.  Continue Reading

• 8. Email campaigns to targeted groups of customers

  Direct email marketing, the answer to the eighth SearchCRM.com email marketing quiz question, is aimed at a targeted group of customers.  Continue Reading

• Email marketing quiz

  Test yourself on email marketing practices and terms with this quiz from SearchCRM.com. See how much you know about spam, opt-in email, UBE, targeted marketing with email, and much more.  Continue Reading

• 7. Top open source vendors

  Learn the response to the seventh question in SearchCRM.com's exclusive open source CRM quiz. Read the answer and more detailed information on open source technology and vendors.  Continue Reading

• 1. Benefits of open source technology

  Learn the response to the first question in SearchCRM.com's exclusive open source CRM quiz. Read the answer and more detailed information on open source technology and vendors.  Continue Reading

• 4. Open source for the SMB?

  Learn the response to the fourth question in SearchCRM.com's exclusive open source CRM quiz. Read the answer and more detailed information on open source technology and vendors.  Continue Reading

• 9. SugarCRM's on-demand options

  Learn the response to the ninth question in SearchCRM.com's exclusive open source CRM quiz. Read the answer and more detailed information on open source technology and vendors.  Continue Reading

• Open source CRM vendors quiz

  Some experts say part of the reason for a slow adoption rate for open source may be a lack of awareness. How much do you know about open source and open source CRM vendors? Test your open source savvy with this quick quiz from SearchCRM.com.  Continue Reading

• Open source CRM vendors quiz answers

  Looking for a cheat sheet to SearchCRM.com's Open source CRM quiz? Read answers and get detailed information on all related CRM topics, including open source CRM vendors and selecting and managing open source technology.  Continue Reading

• 8. Vendors of open source CRM products

  Learn the response to the eighth question in SearchCRM.com's exclusive open source CRM quiz. Read the answer and more detailed information on open source technology and vendors.  Continue Reading

• 7. Geographically dispersed call centers

  Learn the response to the seventh question in SearchCRM.com's quiz on customers and call centers. Read the answer and more detailed information on customer and call center terms.  Continue Reading

• 3. An enterprise's central customer interaction point

  Learn the response to the third question in SearchCRM.com's quiz on customers and call centers. Read the answer and more detailed information on customer and call center terms.  Continue Reading

• 10. Customer product or service loyalty progression

  Learn the response to the tenth question in SearchCRM.com's quiz on customers and call centers. Read the answer and more detailed information on customer and call center terms.  Continue Reading

• 2. The industry term for customer management

  Learn the response to the second question in SearchCRM.com's quiz on customers and call centers. Read the answer and more detailed information on customer and call center terms.  Continue Reading

• 9. Addressing customer need on the first try

  Learn the response to the ninth question in SearchCRM.com's quiz on customers and call centers. Read the answer and more detailed information on customer and call center terms.  Continue Reading

• 6. Voice-activated commands that save call center costs

  Learn the response to the sixth question in SearchCRM.com's quiz on customers and call centers. Read the answer and more detailed information on customer and call center terms.  Continue Reading

• 5. Software-enabled computer interaction technique

  Learn the response to the fifth question in SearchCRM.com's quiz on customers and call centers. Read the answer and more detailed information on customer and call center terms.  Continue Reading

• 1. The line of callers waiting in a call center

  Learn the response to the first question in SearchCRM.com's quiz on customers and call centers. Read the answer and more detailed information on customer and call center terms.  Continue Reading

• 4. Scoring process for profitability measurement

  Learn the response to the fourth question in SearchCRM.com's quiz on customers and call centers. Read the answer and more detailed information on customer and call center terms.  Continue Reading

• 8. Electronic customer support without representative interaction

  Learn the response to the eighth question in SearchCRM.com's quiz on customers and call centers. Read the answer and more detailed information on customer and call center terms.  Continue Reading

• Customer service and call center quiz answers

  Looking for help with SearchCRM.com's quiz on customer service and call centers? Read answers and get detailed information on all related customer service and call center topics.  Continue Reading

• Customer service and call center quiz

  This quiz on customer service and call centers will test your general knowledge about common industry terms and practices.  Continue Reading

• 5. Multifunctional call center agent

  Read the fifth answer to SearchCRM.com's call center agent quiz and more detailed information on workforce optimization and call center performance.  Continue Reading

• 2. Reducing call center hold time

  Learn the response to the first question in SearchCRM.com's exclusive call center agent quiz. Read the answer and more detailed information on workforce optimization and call center performance.  Continue Reading

• 3. Cost of losing call center agents

  Read the third answer to SearchCRM.com's call center agent quiz and more detailed information on workforce optimization and call center performance.  Continue Reading

• 8. Call center training budget

  Read the eighth answer to SearchCRM.com's call center agent quiz and more detailed information on workforce optimization and call center performance.  Continue Reading

• 1. Performance management's promise

  Read the first answer to SearchCRM.com's call center agent quiz and more detailed information on workforce optimization and call center performance.  Continue Reading

• Call center performance management quiz

  Call center agents and managers, test yourself on improving performance and learn about call center trends in this quiz from SearchCRM.com.  Continue Reading

• Call center performance management quiz answers

  Looking for a cheat sheet to SearchCRM.com's quiz on call center agents and performance managment? Read answers and get detailed information on all related call center topics.  Continue Reading

• 6. Training in the call center

  Read the sixth answer to SearchCRM.com's call center agent quiz and more detailed information on workforce optimization and call center performance.  Continue Reading

• 9. Quality assurance

  Read the ninth answer to SearchCRM.com's call center agent quiz and more detailed information on workforce optimization and call center performance.  Continue Reading

• 10. Acquisition of IEX and Performix

  Read the tenth answer to SearchCRM.com's call center agent quiz and more detailed information on workforce optimization and call center performance.  Continue Reading

• 7. Speech technology

  Read the seventh answer to SearchCRM.com's call center agent quiz and more detailed information on workforce optimization and call center performance.  Continue Reading

• 4. Call center analysis when you need it

  Read the fourth answer in SearchCRM.com's call center agent quiz and more detailed information on workforce optimization and call center performance.  Continue Reading

• VoIP call center quiz

  Test yourself on VoIP technology and how it works in the call center in this quiz from SearchCRM.com.  Continue Reading

• 6. Is VoIP for SMBs?

  Learn the response to the sixth question in SearchCRM.com's exclusive VoIP call center quiz. Read the answer and more detailed information on contact center software and VoIP.  Continue Reading