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