A phrase often used in a contact center environment in reference to call efficiency, is "leading a customer". Which of the following do you feel best describes this term?

When you receive a cold call for your boss you should:

If at the end of a call, there is a way to classify, or disposition, the type of call you received, why is it important to accurately do so?

Besides having a paper and pencil ready, why would you ask the caller for their phone number?

When a person calls while your supervisor is away on vacation and says they must speak to your supervisor right away, you should respond with . . .

When writing down phone messages you should:

Which of the following should be considered while leaving a voice mail message?

What is 'cell phone tag'?

You have been given charge of handling all the incoming calls in your office, but the calls are coming in too fast. What should you do?

Which of the following are considered skillful techniques for someone learning how to use a complicated telephone system?

You should not talk about personal issues on a business call until you have established a personal relationship with your business contact.