What Accesses Organizational Databases That Track Similar Issues or Questions

question 267

Multiple Choice

What accesses organizational databases that track similar issues or questions and automatically generates the details to the CSR who can then relay them to the customer?

• A)contact center
• B)web-based self-service
• C)call scripting
• D)website personalization

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Definitions:

Cognitive Component

Pertains to the beliefs, thoughts, and knowledge about an object, person, situation, or concept that are part of an attitude.

Physiological Component

Aspects of bodily functions and processes that contribute to physical health or activity.

Polygraph

A device, also known as a lie detector, that measures and records several physiological indicators such as blood pressure, pulse, respiration, and skin conductivity while the subject is asked and answers a series of questions.

Galvanic Skin Response

Galvanic skin response is a physiological reaction that causes the conductivity of the skin to change in response to emotional arousal, stress, or stimulation.