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WorksheetsCHAPTER 8: Customer Service via Technology
Total questions: 7
Worksheet time: 70secs
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
