unit 4 lesson 3

unit 4 lesson 3

Professional Development

10 Qs

quiz-placeholder

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unit 4 lesson 3

unit 4 lesson 3

Assessment

Quiz

Social Studies

Professional Development

Practice Problem

Hard

Created by

Ms Alaali

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10 questions

Show all answers

1.

MULTIPLE CHOICE QUESTION

1 min • 4 pts

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.

2.

MULTIPLE CHOICE QUESTION

1 min • 4 pts

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.

3.

MULTIPLE CHOICE QUESTION

1 min • 4 pts

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.

4.

MULTIPLE CHOICE QUESTION

30 sec • 4 pts

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

True

False

5.

MULTIPLE CHOICE QUESTION

30 sec • 4 pts

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

True

False

6.

MULTIPLE CHOICE QUESTION

1 min • 4 pts

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

7.

MULTIPLE CHOICE QUESTION

1 min • 4 pts

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

True

False

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