WorksheetsCCP 104 - Technology & the Internet - Week 2
Total questions: 11
Worksheet time: 8mins
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.
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)
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:
ACD is an acronym for:
(a)
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.
Which of the following are a self-service function of IVR?
provides clients with the ability to access their own information
allows clients to perform their own transactions when calling into a contact centre que.
Both answers in Blue and Green
Only answer in green
