ICSS 2023 EXAM Revision

The role of Workforce Manager is to _________

• conduct meeting with team leaders

• foresee long term call demand and volumes

• provide coaching and development of team

• analyse customer problems

One of the duties for Digital Contact Manager is

• Design and implement ways to develop various channels.

• Create only single channels for customers

During the use of headset it is important to

• adjust the volume to a comfortable level

• make sure you re-install the driver

• Reset the online connection

• connect to a different device

Knowledge Management System provides

• the system to distribute calls and emails

• technology to make multiple calls

• assistance for customer to resolve their issues encountered.

• functions to personlise your email messages.

An earthquake affected the network services in Japan and customers are unable to reach the call centre . This is an example of ______

• Abandon Calls

• Downtime

• Net Promoter Score

• First Contact Resolution Rate

Which one of the following customer care centre equipment is used by call centres to allow a single access number to provide several lines to outside callers?

• Workstation

• Headset

• Private Automatic Branch Exchange.

• Automatic Call Exchange.

Which one of the following is a benefit of IVR?

• reduce first contact resolution

• reduce operational cost

• remove customer efficiency

• reduce customer retention

The TWO Artificial Intelligent trends customer service support solutions are ____

• Predictive Analytics

• Face Recognition

• IVR

• ACD

The way to motivate staff through leader board with ranking is

• gamification

• Workforce Optimisation

• Performance metric

• Net Promoter Socore

Back-End marketing using omni-channels is adopted to

• review call record

• generate profits

• make call observation

• Interact with the customers