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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
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
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
a. Web self-service
b. remote-control software
c. self-scanning checkout
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.
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