Marilyn Is the Department Head for a Large Call Centre

question 50

Multiple Choice

Marilyn is the department head for a large call centre and is responsible for conducting quarterly performance evaluations on her employees. While a good portion of the evaluation is based on areas such as friendliness, punctuality, and customer ratings, roughly half of the appraisal is based on call volume and the conversion of callers to customers. An employee's evaluations are used to determine quarterly raises. Algemar and Nick both work for Marilyn. Marilyn feels that she is a mentor for Nick while she feels that she simply inherited Algemar from another department; thus, Marilyn sometimes strikes from Nick's call records customers who are extremely difficult or perhaps too set against buying the product. For the last quarter, Marilyn awarded Nick a raise while she did not award one to Algemar. Marilyn's striking the difficult customers from Nick's record could most logically be called ________.

• A) politicking
• B) unethical politicking
• C) identity management
• D) self-serving
• E) All are logical responses.

Distinguish between different types of timers and their specific applications.

Comprehend the concept of a time base and its relevance in timer instructions.

Recognize the impact of logic continuity on the operation of timer instructions.

Understand how to reset timer instructions effectively.

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Definitions:

Light-Dark Cycles

The natural or artificial alteration between light and darkness which influences the physiological and behavioral functions of living organisms.

Fine-Tuned

Adjusted in a precise manner to achieve optimal performance or outcome.

Generated Within

Describes something that originates internally, coming from within an entity or system.

Spatial Neglect

A neurological disorder where patients fail to acknowledge objects or stimuli on one side of the body, typically the left, due to brain damage.