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