When a customer calls a service desk, and the customer's address and phone number automatically appear on the service desk analyst's monitor, this is an example of ____.
A. a screen pop
B. simultaneous screen transfer
C. knowledge base lookup
D. skills-based routing
Answer: A
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Which of the following is the mental step in the consumer-adoption process where the customer starts considering whether to try an innovation?
A) adoption B) trial C) awareness D) evaluation E) interest
What is the most appropriate way to maximize visual impact at a press conference?
A) eliminate background noise B) present a slide show C) seat speakers close together D) distribute copies of press releases E) create a backgrounder for each speaker
A(n) ________ groups workers, their equipment, and spaces/offices to provide for comfort, safety, and movement of information
Fill in the blanks with correct word
The preferred strategy for holding down the cost of disability income protection is to choose
A) a longer elimination period. B) a shorter benefit period. C) a less inclusive definition of disability. D) a policy with an A+ rating.