360-degree view of the customer quiz
Test your knowledge of customer experience management best practices
Call center operations quiz
Test Primary Topic number 9
Understanding the virtual call center trend: Quiz
Workforce optimization (WFO) quiz
Speech analytics technology quiz
Call center metrics school: Final exam
What is the industry standard for service level?
Which of the following is not true about cost per contact?
In quality monitoring, when should call center managers give feedback?
How low should you keep the blocking rate in the call center?
Which of the following is the least common method of issuing customer satisfaction surveys?
Measuring the number of calls offered at the switch, what is missed?
If a call center has an 80% occupancy rate, what does that mean?
What call center software can provide comprehensive schedule adherence information?
Call center metrics quiz answers
Why is accurate forecasting important in the call center?
Average handle time should not be monitored at which level?
Sales compensation best practices quiz
CRM ROI quiz.
2007 top CRM vendors quiz
Web 2.0 and CRM quiz answers
Web 2.0 and CRM quiz
"Do not call" quiz answers
"Do not call" quiz
Preventing call center attrition quiz
Preventing call center attrition quiz answers
Call center interactive voice response (IVR) system quiz answers
Call center interactive voice response (IVR) system quiz
Remote call center agent management quiz
Remote call center agent management quiz answers
CRM for financial services quiz
CRM for financial services quiz answers
Microsoft Dynamics CRM quiz answers
Microsoft Dynamics CRM quiz
Customer loyalty quiz
Customer loyalty quiz answers
Enterprise CRM software vendors quiz answers
Enterprise CRM software vendors quiz
Customer self-service quiz answers
Customer self-service quiz
8. Agent use of an employee self-service system
10. Employee self service vendors
9. Metrics to measure after implementing employee self service
4. Employee self-service applications in relation to enterprise resource planning (ERP) applications
2. Employee self-service software and human resources management software
7. This employee self-service search tool uses natural language and follow-up questions
3. Employee self-service applications access
6. Staffing requirements for knowledge management or self-service systems
Employee self service quiz answers
5. This part of employee self service involves gathering and using information within a company
1. Part of a human resources management trend that reduces time on routine tasks
Employee self service quiz
6. A call center agent is replaced by this automated program in an organization
2. A core competency is a business' specific strength in the marketplace
7. An outsourcing company that provides storage space and related management duties
4. Call center ROI can be used to grade how well a company is managed
8. An intranet can be extended to outside parties with this network
5. A call center without physical boundaries
1. Contracting call center work to neighboring countries rather than distant ones
9. Calculation that can help create a realistic projection of the actual cost for a purchase
3. Contracting specific business tasks to a service provider
10. Definition of application service provider
Call center outsourcing quiz
10. A type of program that a spammer uses to find email addresses
4. Emails that allow purchases directly in the message
2. Email forgery technique used by spammers
7. Program used to detect unwanted email messages
1. Technique used to customize offerings for specific customers
5. A more formal way of saying "spam"
6. The number of times that users click on links in an email or on a Web site
3. An email message returned as undeliverable
8. Email campaigns to targeted groups of customers
9. Permission-based email that decreases spam
Email marketing quiz
2. Open source progression
1. Benefits of open source technology
10. Open source deployments
7. Top open source vendors
9. SugarCRM's on-demand options
4. Open source for the SMB?
8. Vendors of open source CRM products
5. Preparing for an open source implementation
Open source CRM vendors quiz answers
6. Open source adoption rate
3. Open source market share
Open source CRM vendors quiz
Hosted call center quiz answers
Hosted call center quiz
3. An enterprise's central customer interaction point
10. Customer product or service loyalty progression
7. Geographically dispersed call centers
9. Addressing customer need on the first try
6. Voice-activated commands that save call center costs
8. Electronic customer support without representative interaction
4. Scoring process for profitability measurement
5. Software-enabled computer interaction technique
1. The line of callers waiting in a call center
2. The industry term for customer management