QUESTION: 9

How can the Help Desk best manage new services and achieve its primary goal of eliminating negative impact on your customers?

be prepared to add staff should a new service fail
meet regularly with stakeholders to determine training gaps
meet regularly with focus groups and team members to evaluate past performances
be active in the implementation plan for new products

Answer(s): D

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QUESTION: 10

Which technology reduces Help Desk call volumes?

e-mail
voice mail
telephone
self-service

Answer(s): D

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Your support organization has 20 frontline analysts. The Call Management System produces performance reports that show the amount of time each analyst is on the phone, performing wrap-up work, and not available. Reports also show the number of calls taken and the average talk-time per agent. Based on these reports, what should the manager do to improve the support organization's performance?

recognize and reward the individual who handles the most calls
publish a list of agents ranked by who has the most talk time
recognize and reward the individual who has the least "not available" time
publish trend reports for the group as a whole

Answer(s): D

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QUESTION: 12

Which three methods clarify understanding of organizational missions, strategies, strengths, weaknesses, and capabilities? (Choose three.)

consistent and high-impact feedback to team members
interviews with key stakeholders, customers, and leaders
focus groups
round-table meetings with employees

Answer(s): B,C,D

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Free QQ0-300 Exam Braindumps (page: 4)

QUESTION: 9

QUESTION: 10

QUESTION: 11

QUESTION: 12

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