What Accesses Organizational Databases That Track Similar Issues or Questions

question 29

Multiple Choice

What accesses organizational databases that track similar issues or questions and automatically generate 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:

Sensitization

An increased reaction to a stimulus following repeated exposure, particularly to something intense or adverse.

Habituation

The process by which a person or animal becomes accustomed to a stimulus after repeated exposure, leading to a decrease in response.

Higher-order Conditioning

A classical conditioning process where a conditioned stimulus is paired with a neutral stimulus to elicit a conditioned response without the need for the original unconditioned stimulus.

Sensitization

The increased responsiveness of a sensory system to a stimulus, usually following repeated exposure to that stimulus.