ICSS Unit 3

3. _____ support centre allows reps to make and receive calls.
4. An outbound support centre makes _____ calls to a list of customers.
6. Virtual support centre is a centre in which the organisation's reps are _____ dispersed.
7. ACD is also known as Automatic Call _____.
8. _____ is a performance management step that involves tracking the team's performance in real-time.
10. The most basic method of quality monitoring is walk around _____.
13. Virtual assistants are also known as _____.
14. _____ support centre receives incoming contacts from customers.
15. One common self-service tool that support teams use is ________ base.
18. The ______ stage involves suggesting refresher courses to employees.
19. Silent monitoring is also known as ______ monitoring.
20. Customer ______ is an empowerment tool because it shows how useful the product is to the customer.
22. One of the self-service support services include customer reviews and _____.

1. A _____ dialers automatically dials a number from a call list when reps become available.
2. A _____ dialers calls multiple numbers at one time.
5. Workforce optimisation can be done through ______, which include a leader board to celebrate employee achievement.
9. One of the ways to handle negative customer feedback on social media platforms is not to make false _____.
11. _____ is the first step in the performance management process.
12. WFM provides forecast of the call ______ of the call centre.
16. Web instant messaging is also known as _____ chat.
17. IVR uses automated systems to answer _____ queries by customers.
21. This feature on IP phone displays incoming call on the screen and allows reps to accept or reject it.