What Is Automatic Call Distribution

question 39

Multiple Choice

What is automatic call distribution?

• A)automatically dials outbound calls and when someone answers, the call is forwarded to an available agent
• B)directs customers to use touch-tone phones or keywords to navigate or provide information
• C)routes inbound calls to available agents
• D)All of these are correct.

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Definitions:

Broader Work Environment

The wide range of physical, social, and organizational factors that influence individuals' behavior, attitudes, and performance at work.

Job Crafting Behaviours

The actions employees take to shape, mold, and redefine their jobs in a manner that fosters job satisfaction, engagement, resilience, and thriving at work.

Predicting Work Outcomes

The process of forecasting or estimating the potential results or consequences of actions within a workplace setting.

Knowledge, Skill

The theoretical understanding (knowledge) and the practical ability (skill) to perform tasks and solve problems.