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

• 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

• In quality monitoring, when should call center managers give feedback?

  Test yourself on quality monitoring scores 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

• Measuring the number of calls offered at the switch, what is missed?

  Test yourself on the number of calls offered 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