What Gathers Product Details and Issue Resolution Information That Can

question 133

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:

Herbert Gans

A sociologist known for his work in urban sociology, focusing on issues of urban poverty, community, and the role of media in society.

Ethnography

A naturalistic method based on studying people in their own environment in order to understand the meanings they attribute to their activities; also, the written work that results from the study.

Social Atomization

The breakdown of social bonds between an individual and their community or society, leading to isolation and fragmentation of social life.

Chris McCandless

An American hiker and adventurer best known for his travels to Alaska and the circumstances of his death, which were documented in the book “Into the Wild.”