unit 4 lesson 3

How does a contact distribution system help in managing customer inquiries?

• By automatically categorizing and routing incoming contacts to the appropriate agents or departments.

• By randomly assigning contacts to available agents.

• By deleting customer contact information after each interaction.

• By providing pre-recorded voicemail messages.

What is the purpose of contact prioritization in a contact distribution system?

• To ensure urgent or high-priority contacts receive immediate attention.

• To delay response times for certain contacts.

• To randomly assign contacts to agents.

• To delete customer contact information after each interaction.

How does a contact distribution system facilitate tracking and monitoring of customer interactions?

• By keeping a record of contact details, response times, and resolution statuses.

• By deleting customer contact information after each interaction.

• By assigning contacts randomly to available agents.

• By providing pre-recorded voicemail messages.

A contact distribution system helps in automatically categorizing and routing incoming contacts to the appropriate agents or departments.

• True

• False

Contact prioritization in a contact distribution system is aimed at delaying response times for certain contacts.

• True

• False

Which of the following pieces of information is typically essential for producing work plans?

• Customer's favorite color

• Customer's phone number

• Customer's favorite movie

• Customer's shoe size

Customer's name and contact details are essential information for producing work plans.

• True

• False

The more detailed the customer information, the better the work plan will be

• True

• False

Keeping the customer updated on the work plan throughout the project is optional.

• True

• False

What is the MOST important piece of customer information needed for work plan production?

• Preferred communication method (email, phone, etc.)

• Company name and address
  

• Project goals and objectives

• Budget for the project