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16 Qs

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Prova Indicadores

Quiz

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Business, Professional Development

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University - Professional Development

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Easy

Marlon Eugenio

Used 6+ times

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16 questions

Show all answers

OPEN ENDED QUESTION

2 mins • 5 pts

O que é uma métrica?

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OPEN ENDED QUESTION

2 mins • 5 pts

O que torna uma métrica um KPI?

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OPEN ENDED QUESTION

5 mins • 5 pts

O que é o FCR e por qual razão é um indicador relevante para uma operação de atendimento?

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OPEN ENDED QUESTION

3 mins • 5 pts

Cite duas ações que você tomaria em sua empresa, caso quisesse melhorar o indicador FCR.

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OPEN ENDED QUESTION

3 mins • 5 pts

O que é um SLA? Dê um exemplo prático.

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OPEN ENDED QUESTION

3 mins • 5 pts

O que é o TMA? Cite 2 indicadores que podem estar correlacionados ao TMA.

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OPEN ENDED QUESTION

2 mins • 5 pts

Qual o indicador que mede o tempo que o cliente espera pelo atendimento?

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