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Quiz #37: Customers and Call Centers

Staying in touch with customers and having top-notch call centers is important for any business. Check your know-how on the topic with this quiz.

Staying in touch with customers and having top-notch call centers is important for any business. Check your know-how on the topic with this quiz.

How to take the quiz:
- After reading the question, click on the answer that you think is correct to go to the definition. If the answer you've chosen is correct, you will see the question text (exactly or approximately) somewhere in the definition.
- After reading the question, write down the letter of your answer choice on scrap paper. Check your answers by using the answer key at the end of the quiz.

1. In a call center, this is a line of people waiting to be handled, usually in sequential order starting at the beginning or top of the line or sequence.
a. feed line
b. first-order logic
c. grumble line
d. queue

2. This is an information industry term for methodologies, software, and usually Internet capabilities that help an enterprise handle customers in an organized way.
a. ROI
b. SCM
c. SAP
d. CRM

3. This is is a central point in an enterprise from which customer interactions are managed via phone, fax, e-mail and other channels.
a. data center
b. contact center
c. network operations center
d. Information Technology Information Sharing and Analysis Center

4. This is a scoring process used to help a company determine which customers the company should target in order to maximize profit.
a. customer valuation
b. spend management
c. mean opinion score
d. business impact analysis

5. This is a software-enabled technique that allows a call center representative to interact with a customer by taking over the customer's computer to show them something.
a. remote wakeup
b. collaborative browsing
c. Remote Method Invocation
d. show control

6. This is the ability of a machine or program to recognize and carry out voice commands or take dictation from customers, often resulting in call center cost savings.
a. brain-machine interface
b. collaborative robot
c. smart matter
d. speech recognition

7. This is what you call it when an organization's customer service representatives are geographically dispersed.
a. geographic information system
b. Remote Procedure Call
c. virtual call center
d. Direct Inward Dialing

8. This is a form of electronic support, allowing customers to access information and perform routine tasks over the Internet, without requiring any interaction with a representative of an enterprise.
a. Web self-service
b. Remote-control software
c. self-scanning checkout
d. self-assembly

9. This is properly addressing the customer's need the first time they call, thereby eliminating the need for the customer to follow up with a second call.
a. e-support
b. first call resolution
c. automatic repeat request
d. Quality of Service

10. This is a term used to describe the progression of steps a customer goes through when considering, purchasing, using, and maintaining loyalty to a product or service.
a. thought recognition
b. total cost of ownership
c. decision support system
d. customer life cycle


Be sure to take these other quizzes:

Quiz #1: Help Desk Basics
Quiz #2: Security Basics
Quiz #3: Data Storage
Quiz #4: Networking Hardware
Quiz #5: Getting Your Message Across the Network
Quiz #6: Servers
Quiz #7: Protocols
Quiz #8: Database Basics
Quiz #9: Wireless
Quiz #10: TCP/IP
Quiz #11: Ego-Booster
Quiz #12: Database II
Quiz #13: AS/400
Quiz #14: Peripherals
Quiz #15: HP
Quiz #16: Web Management Basics
Quiz #17: DSL
Quiz #18: Do you know me? You should!
Quiz #19: Artificial Intelligence
Quiz #20: Cryptography
Quiz #21: We're Going to the Zoo!
Quiz #22: Web Site Performance
Quiz #23: Firewalls
Quiz #24: Web Services
Quiz #25: Security
Quiz #26: Storage Smarts
Quiz #27: Security Awareness for End-users
Quiz #28: Ethernet
Quiz #29: iSeries (AS/400) Commands
Quiz #30: Troubleshooting
Quiz #31: Laptops
Quiz #32: Securing your network
Quiz #33: Logic Chips
Quiz #34: Workstations
Quiz #35: Common Vulnerabilities
Quiz #36: Linux Basics
Quiz #37: Customers and Call Centers (you're on this quiz now)


1d ; 2d ; 3b ; 4 a; 5b ; 6d ; 7c ; 8a ; 9b ; 10d

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