ICSS 6

The tool that allows system to give answers to routine questions raised by customers is

• PABX

• ACR

• DBMS

• IVR

Jenny was nervous when she knew her supervisor is actually listening to her conversation with the customers. The best method for conducting the coaching, without affecting the biasness is

• side by side monitoring.

• walk around observation.

• silent monitoring.

• screen capture.

Mr Tan bought a new camera and the company arranged him to attend a free course on the usage of the camera functions. This will reduce any possible conflicts on the product. The company is conducting a process known as

• customer care.

• customer knowledge.

• customer onboarding.

• customer control.

Silent monitoring is also known as

• Compliance monitoring

• Remote monitoring

• Context monitoring

• Financial monitoring.

The device that records the conversation between the agent and the customers is

• ACR.

• IP Phone.

• Reader Board.

• Work Desk.

The people who believe that they should do no more in their job, is known as

• socialist.

• minimalist.

• capitalist.

• populist.

Which one of the following is generated by Omni Channel Cinnox?

• Call report.

• Downtime report

• Occupancy report

• Satisfaction report

One duty of the customer service rep is to

• research customer problems.

• research the product trends.

• organize the company events.

• negotiate price with the company suppliers.

The stage of team formation where the team members are starting to resolve their differences, is known as

• forming.

• norming.

• performing.

• storming.

CSAT stands for Customer

• Settlement.

• Score.

• Shipment.

• Satisfaction.