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
Average handle time should not be monitored at which level?
What is the industry standard for service level?
What call center software can provide comprehensive schedule adherence information?
Measuring the number of calls offered at the switch, what is missed?
If a call center has an 80% occupancy rate, what does that mean?
How low should you keep the blocking rate in the call center?
Which of the following is not true about cost per contact?
Which of the following is the least common method of issuing customer satisfaction surveys?
In quality monitoring, when should call center managers give feedback?
Call center metrics quiz answers
Why is accurate forecasting important in the call center?
Sales compensation best practices quiz
CRM ROI quiz.
2007 top CRM vendors quiz
Web 2.0 and CRM quiz
Web 2.0 and CRM quiz answers
"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
Call center interactive voice response (IVR) system quiz answers
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 answers
Enterprise CRM software vendors quiz
Customer self-service quiz
Customer self-service quiz answers
10. Employee self service vendors
8. Agent use of an employee self-service system
9. Metrics to measure after implementing employee self service
Employee self service quiz
Employee self service quiz answers
5. This part of employee self service involves gathering and using information within a company
2. Employee self-service software and human resources management software
4. Employee self-service applications in relation to enterprise resource planning (ERP) applications
1. Part of a human resources management trend that reduces time on routine tasks
6. Staffing requirements for knowledge management or self-service systems
7. This employee self-service search tool uses natural language and follow-up questions
3. Employee self-service applications access
7. An outsourcing company that provides storage space and related management duties
4. Call center ROI can be used to grade how well a company is managed
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
3. Contracting specific business tasks to a service provider
10. Definition of application service provider
Call center outsourcing quiz
2. A core competency is a business' specific strength in the marketplace
1. Contracting call center work to neighboring countries rather than distant ones
9. Calculation that can help create a realistic projection of the actual cost for a purchase
10. A type of program that a spammer uses to find email addresses
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"
9. Permission-based email that decreases spam
4. Emails that allow purchases directly in the message
1. Technique used to customize offerings for specific customers
7. Program used to detect unwanted email messages
2. Email forgery technique used by spammers
3. An email message returned as undeliverable
8. Email campaigns to targeted groups of customers
Email marketing quiz
4. Open source for the SMB?
7. Top open source vendors
1. Benefits of open source technology
Open source CRM vendors quiz answers
5. Preparing for an open source implementation
6. Open source adoption rate
8. Vendors of open source CRM products
10. Open source deployments
9. SugarCRM's on-demand options
3. Open source market share
2. Open source progression
Open source CRM vendors quiz
Hosted call center quiz answers
Hosted call center quiz
3. An enterprise's central customer interaction point
10. Customer product or service loyalty progression
7. Geographically dispersed call centers
5. Software-enabled computer interaction technique
4. Scoring process for profitability measurement
2. The industry term for customer management
9. Addressing customer need on the first try
6. Voice-activated commands that save call center costs
8. Electronic customer support without representative interaction