After Customer Service Representatives Are Trained,their Phone Calls Are Monitored

question 80

Multiple Choice

After customer service representatives are trained,their phone calls are monitored to determine if the CSRs are applying the lessons about gathering pertinent information from callers that are taught in the training classes.This is an example of the __________ level of training evaluation.

• A) reaction
• B) learning
• C) results
• D) behavior

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Definitions:

Hypothesis

A proposed explanation for a phenomenon made as a starting point for further investigation, testing, or experimentation.

Plausible

Seeming reasonable or probable; believable or credible.

Indirectly

Not directly, but by means of an intermediate step or through a secondary cause.

Hypothesis

A proposed explanation for a phenomenon, made as a starting point for further investigation, testing, or experimentation.