CHAPTER 8: Customer Service via Technology

Which of the following is NOT listed as a traditional call center technology?

• A) Automatic number identification (ANI)

• B) Interactive voice response (IVR) system

• C) Predictive dialing system

• D) Blockchain integration

Which type of call center technology uses the Internet to transmit voice calls?

• A) Automatic call distribution (ACD) system

• B) Voice over Internet Protocol (VoIP)

• C) Predictive dialing system

• D) Computer telephony integration (CTI)

What is one significant disadvantage of technology for employees?

• A) Increases the need for manual data entry

• B) Eliminates positions and increases stress

• C) Decreases the need for communication skills

• D) Reduces the use of advanced analytics

Which method is suggested for reducing customer fears about technology?

• A) Avoid asking for personal information

• B) Use automated systems exclusively

• C) Require extensive personal details upfront

• D) Limit customer interactions

Which of the following is considered proper e-mail etiquette?

• A) Use all capital letters for emphasis

• B) Send advertisements without permission

• C) Proofread and spell-check before sending a message

• D) Avoid using punctuation

How can social media benefit companies in terms of customer service and marketing?

• A) By avoiding direct customer engagement

• B) By limiting brand promotion

• C) By collecting feedback

• D) By avoiding targeted marketing strategies

What is a key feature of automatic call distribution (ACD) systems in call centres?

• A) Routing calls randomly

• B) Providing slow response times

• C) Offering delay messaging

• D) Avoiding reporting capabilities