What Accesses Organizational Databases That Track Similar Issues or Questions

question 4

Multiple Choice

What accesses organizational databases that track similar issues or questions andally 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) None of the above

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Definitions:

Structured Interviews

A systematic method of interviewing where the interviewer asks a set of predetermined questions in the same order to all interviewees.

Participative Management

A management approach where employees at all levels are actively involved in the organization's decision-making process.

Positive Reinforcement

A stimulus that, when presented after a behavior, increases the likelihood of that behavior occurring in the future.

Leadership

The ability to guide, influence, or direct individuals or groups to achieve goals with competence and commitment.