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