Which of the Following Information Is Good Information for the CEO

question 43

Multiple Choice

Which of the following information is good information for the CEO of a call center?

• A) hourly variance reports of performance parameters in each queue
• B) daily report of calls attended by each employee
• C) real-time information about the average time spent per call by employees
• D) department-level averages of revenue generation figures

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Definitions:

Criterion Deficiency

A situation where a performance evaluation fails to capture all aspects of job performance, leading to an incomplete assessment.

Criterion Contamination

Occurs when performance appraisals or evaluations include factors irrelevant to the actual job performance, leading to inaccurate assessments.

Performance Review

A formal assessment in which the performance of an employee is documented and evaluated, often leading to feedback and development plans.