What Gathers Product Details and Issue Resolution Information That Can

question 98

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

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Definitions:

Reader Benefits

The advantages or valuable effects that a reader can derive from a piece of writing, often used to persuade or engage the audience.

Extrinsic Benefits

Extrinsic benefits are rewards or advantages that come from external sources and are not inherent to the task itself, such as salary, bonuses, or public recognition.

Audience Benefits

Advantages or positive outcomes that the audience can gain from a product, service, or message.

Four-drive Theory

A motivational theory proposing that humans are driven by four basic needs: acquiring, bonding, learning, and defending.