What Gathers Product Details and Issue Resolution Information That Can

question 14

Multiple Choice

What gathers product details and issue resolution information that can be automatically generated into a script for the representative to read to the customer?

• A) Contact center
• B) Web-based self-service
• C) Call scripting system
• D) Uplift modeling

---

Definitions:

Operating Income

Income generated from the normal business operations of a company, excluding expenses such as interest and taxes.

DuPont Formula

A formula that breaks down Return on Equity (ROE) into three components: profit margin, asset turnover, and financial leverage, to analyze a company's financial performance.

Profit Margin

Profit margin is a financial metric showing the percentage of revenue that remains as profit after all operating expenses are deducted from sales.

Investment Turnover

A ratio that measures the efficiency of a company’s use of its assets in generating sales or revenue; the ratio of net sales to average total assets.