QUESTION: 13

Which practice is important in improving the supportive atmosphere found in an open and positive work environment?

use of visual status boards
empowerment from management
access to computer telephony technologies
specific statement of performance expectations

Answer(s): B

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QUESTION: 14

Which two service parameters are normally addressed in a Service Level Agreement?
(Choose two)

call flows
training material
products supported
days and hours of service

Answer(s): C,D

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QUESTION: 15

Service Level Agreements document the level of service provided as well as the level at which that service is provided by which two parties?

customer
stake holder
service provider
Help Desk manager
Service-level managers

Answer(s): A,C

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You want to be prepared for a potential decrease in workforce scheduling based on a decrease in customer service requests. What are the three most likely reasons for a reduction in call volume? (Choose three)

Customers are better trained
Customers are more experienced
Business functions are outsourced
System are more stable and mature.
Overall business/workforce is reduced.

Answer(s): A,B,D

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QUESTION: 13

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QUESTION: 15

QUESTION: 16

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