ICSS Unit 1

5. Wrap up time is also known as after call _____.
6. ______ undermine the sense of team and inhibit team growth.
7. One of the benefits of teamwork to the representatives is greater team _____.
8. The initial stage of team evolution is _______.
10. Customer satisfaction can be measured by post call surveys via Interactive Voice ______.
12. In order to increase cost control efficiency, it is important to reduce cost per _____.
13. One of the important factors that shape climate of a support centre is design and _____.
14. Who is in charge of defining the strategy for a service support operation?
15. A team leader manages eight to _________ representatives.
16. This measures the average percentage a rep is active on a call.

1. One of the ways to develop skill at professional distancing is encourage healthy ____.
2. The stage in team evolution where members develop committment to the team goal is _____.
3. One of the benefits of teamwork to support centre is greater customer ______.
4. Identifying customer needs is the basic duty of a ________.
9. To show positive team behaviours, reps must share information and _____.
11. In this stage of team evolution, conflict arises.