Show:
Technology in Customer Service
Call Monitoring
Opening a Call
Open and Close Ended Questions
Year Up Teachers
100
Provide callers with a menu of options from which they can select by pressing a key on their telephone keypad
What is automated attendant
100
A reviewer sits with the analyst and listens in on the call
What is live service observations
100
Step 1 to opening a call
What is provide a salutation
100
What brings you in today?
What is open ended
100
What teacher knows how to write in hieroglyphics?
What is Alex Hartley
200
Automated Call Distribution System (ACD)
What is telecommunications system used by many companies in their call centers and customer care facilities to capture incoming calls and route them to available service providers
200
A reviewer listens to calls without the analysts knowledge
What is remote service observations
200
Step 2 to opening a call
What is identifying your company
200
What seems to be the issue with your computer?
What is open ended questions
200
Who says, "Google it"
What is Russell
300
Automatic Number Identification
What is a form of caller identification system similar to home telephone caller ID systems. ANI allows incoming customers to be identified on a computer screen with background information so that they can be routed to an appropriate service representative for assistance
300
Used for training analysts
What is call recording and evaluation
300
Step 3 to opening a call
What is identifying yourself
300
How is your day going so far?
What is close ended
300
Who owns a dog named Mugsy?
What is Christina Garcia
400
Telecommuting
What is a trend seen in many congested metropolitan areas and government offices. To reduce traffic and pollution and to save resources many organizations allow employees to set up home offices and from there electronically communicate and forward information to their corporate offices
400
A tool that allows analysts to take control of the customers workstation from a remote location
What is remote control
400
Step 4 to opening a call
What is verify the customer's credentials
400
Is your issue solved?
What is close ended
400
Who walked on lava?
What is George Nippo
500
Predictive Dialing System
What is technology that automatically places outgoing calls and delivers incoming calls to the next available service representative in a call center
500
Remote control is used for ____
What is troubleshooting, training, updating/restoring service
500
Step 5 to opening a call
What is ask an open-ended question
500
Did you complete the work I assigned for you yesterday?
What is close ended
500
Who owns a pair of domesticated love birds?
What is Dorca