Customer Care

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Unformatted text preview: r service representative in filling out required information and automatically ordering new service. d. The customer care system will permit printing of the new service order. See Topic 6. 7. Why is telemarketing more effective when using a customer care system? a. It uses a predictive dialer that can screen out answering machines. b. It can handle multiple campaigns. c. It targets appropriate consumers, executes campaigns, and can automatically order service. d. It can provide product information and fulfillments. See Topic 7. Web ProForum Tutorials http://www.iec.org Copyright © The International Engineering Consortium 14/16 8. Why is service repair more efficient when using a customer care system? a. It uses only one application or graphical user interface. b. It can access testing systems. c. It can track trouble tickets. d. It can collect information, diagnose, and resolve automatically. See Topic 8. 9. Why is a substantial implementation of a customer care system better than a superficial implementation of a customer care system? a. It is less expensive. b. It can be deployed very quickly. c. It is available as a product. d. It provides the most automation possible. See Topic 9. 10. Why is buying a customer care product better than developing one? a. It is less expensive. b. It can be deployed quickly. c. It eliminates implementation risks. d. It comes with continuous product upgrades. See Topic 10. Glossary ACD automated call distribution CORBA common object request broker architecture Web ProForum Tutorials http://www.iec.org Copyright © The International Engineering Consortium 15/16 CSR customer service representative CTI computer telephony interface DCE distributed computing environment GUI graphical user interface IVR interactive voice response PC personal computer RAD rapid application development Web ProForum Tutorials http://www.iec.org Copyright © The International Engineering Consortium 16/16...
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This note was uploaded on 10/15/2011 for the course ECON 1102 taught by Professor Jahis during the Spring '09 term at University of Minnesota Crookston.

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