HD0-300 무료 덤프문제 온라인 액세스

Which three metric calculations impact customer satisfaction? (Choose three)

• A.Average Talk Time
• B.AverageAfter Call Work Time
• C.Average Speed of Answer
• D.First Call Resolution Rate
• E.Abandonment Rate

Many different reports are analyzed by Help Desk managers. Which report allows managers to determine the "best practice" that their Help Desk should use, compared to the "current practice" they are using?

• A.gap analysis
• B.stat reviews
• C.analyst reviews
• D.regional trend analysis

What should be clearly communicated to stakeholders when marketing a support center?

• A.the support center's implementation timelines
• B.the support center's effect on operational productivity
• C.the support center's staffing requirements
• D.the support center's infrastructure requirements

What is the primary purpose of customer satisfaction surveys?

• A.Customer satisfaction surveys establish a basis for future pay raises.
• B.Customer satisfaction surveys determine if the support center is following the service level agreement.
• C.Customer satisfaction surveys identify what customers feel is important.
• D.Customer satisfaction surveys show upper management that the support center is busy.

How do you calculate ROI (Return On Investment)?

• A.(Value * Cost) / Cost * 100
• B.(Value - Cost) / Cost * 100
• C.It is not possible to calculate.
• D.(Value + Cost) / Cost * 100