Delore,a Company That Manufactures Home Appliances,has Set a Target of Increasing

question 65

Multiple Choice

Delore,a company that manufactures home appliances,has set a target of increasing its customer satisfaction levels by 15 percent.To achieve this,they aim to increase the efficiency levels of their call center executives.They know that,on average,customers who contact the call center for assistance,have to hold the line for over 60 seconds before being connected to a representative.The company strives to bring this down to 20 seconds to show their customers that they value their time.Which of the following call center metrics is the company using?

• A)ASA
• B)FCR
• C)CPM
• D)SLA

Discuss the importance of interesting and satisfying work for organizational commitment.

Analyze the implications of withdrawal behaviors for managers and organizational strategies to address them.

Understand how commitment forms develop over time and their connection to employee retention and turnover.

Understand the concept of social loafing and its cultural dependencies.

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Definitions:

Project Manager

A professional responsible for planning, executing, monitoring, controlling, and closing projects to achieve specific goals.

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A magazine or periodical that focuses on trends, designs, and culture related to the fashion industry.

Current Trends

The general direction in which something (such as technology, fashion, or opinion) is developing or changing.