What Gathers Product Details and Issue Resolution Information That Can

question 14

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:

Norms

Shared expectations or rules within a culture or society that guide and constrain behavior, establishing standards of conduct.

Stratification

The hierarchical arrangement of individuals or groups in a society based on wealth, power, status, or other criteria that leads to unequal access to resources and opportunities.

United States

A federal republic consisting of 50 states, a federal district, five major self-governing territories, and various possessions, known for being a leading world economic and military power.

Upper Class

The segment of society that possesses the highest level of wealth, social status, and influence.