QUESTION: 9

Which statement about contract staffing is true?

Contract employees can only be let go by their company.
Contract employees receive more benefits than full-time employees
Contract employees may hinder teamwork if they do not work closely with full-time employees
Contract employees are allowed to work hours that are not specifically defined by their company.

Answer(s): C

QUESTION: 10

What are three ways to maintain a balanced and positive outlook when adapting to new situations, priorities, or demands? (Choose three)

concentrate on common goals during times of disagreement
develop interests outside of work to provide a stress-free zone
identify trends in service, and then develop resources to meet those trends
create a personal network of advisors with whom you can share problems and concerns.

Answer(s): A,B,D

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QUESTION: 11

Your Help Desk is 24x7 and covers support for many areas throughout the country. An upcoming snow storm is expected to cause power outage.
What helps you prepare for the upcoming days?

call answer plans
contingency plans
UPS usage reports
Gap analysis reports

Answer(s): B

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QUESTION: 12

Which three metric calculations impact customer satisfaction? (Choose three)

Average Talk Time
Abandonment Rate
First Call Resolution Rate
Averaged Speed of Answer
Average After Call Work Time

Answer(s): B,C,D

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QUESTION: 9

QUESTION: 10

QUESTION: 11

QUESTION: 12

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