CCP 104 - Technology & the Internet - Week 2

The use of the internet and digital marketing has significantly contributed to business success when utilized effectively.

Which of the following are the benefits of the internet for businesses? Select all that apply.

• Ability to reach a larger market

• Can target customers based on particular criteria that allows businesses to apply marketing budgets more effectively

• Customers appreciate self-service options - can engage conveniently

• Allows business to highlight their products and services in great depth for customers - knowledge management

• Limits complaints from customers

Improved communication and easy payment options are benefits of the internet for businesses.

• TRUE

• FALSE

A web browser translates ​ (a)   to display a simple point-and-click preview for users not familiar with software coding language.

• code language
• html
• java
• pearl

What is the difference between a call centre and a contact centre?

• Nothing

• Call centres focus on customer service on the phone in an office with other call agents and their objective is a quick resolution.

  A contact centre connects with customers in many ways other than phone in more of a multi-channel integration.

• Contact centres focus on customer service on the phone in an office with other call agents and their objective is a quick resolution.

  Call centres connect with customers in many ways other than phone in more of a multi-channel integration.

• Call centres answer calls from customers and contact centres call customers to sell them products.

CRM is an acronym for:

C:​ (a)  

R: ​ (b)  

M: ​ (c)  

• Customer
• Relationship
• Management
• Consumer
• Client
• Relations
• Retention
• Manager

CRM Systems can:

• provide or suggest new products

• link agents to other parts of the organization

• synchronize sales, marketing, billing, technical support, shipping, and service

• All of the above

If

I = Blue

V = Red

R = Orange

What does the acronym IVR stand for:

g

h

i

Voice

Value

Request

Interactive

Intelligence

Requirement

Verbal

Intermittent

Response

ACD is an acronym for:

CTI is an acronym representing:

• Computer Telephones & Internet

• Computer Telephony Integration

• Complete Telephone Integration

• Complete Telephony Integration

CTI is a term predominantly beneficial for or can be described as: (Select all that apply)

• providing a desktop-based interaction for helping agents be more efficient. 

• refers to server-based functionality such as automatic call routing.

• a hardware component

• a way of maintaining the context of conversations.