Which three traits should a Help Desk manager look for in Help Desk analyst candidates to assess their problem-solving abilities? (Choose three.)

A. specialized knowledge in a discipline

B. experience

C. intelligence

D. formal education

Which two techniques are effective in preventing or eliminating customer conflict? (Choose two.)

A. maintaining normal voice modulation with the customer

B. matching voice modulation with the customer

C. empathizing with the customer during problem resolution

D. instructing the customer in problem resolution

Which three ensure the realization of an employee's potential? (Choose three.)

A. training plans

B. job descriptions

C. employee salary

D. employee satisfaction

You are supporting someone from a different culture. How can you improve your communication? (Choose three.)

A. speak slowly and loudly

B. encourage the person to ask for clarification

C. use proper/standard language expressions (eliminate slang)

D. pause to verify understanding

Which practice is important in improving the supportive atmosphere found in an open and positive work environment?

A. access to computer telephony technologies

B. specific statement of performance expectations

C. empowerment from management

D. use of visual status boards

If individual performance problems continue for an extended time, the Help Desk manager may need to resort to positive discipline. Positive discipline places responsibility for appropriate performance on the______ .

A. Human Resources Director

B. manager

C. employee

D. employee's colleagues

A customer could not get through to a support representative when calling the Help Desk in the morning. He had to call back later. Which metric captures this situation?

A. Time in Queue

B. Average Speed of Answer

C. Abandonment Rate

D. First Call Resolution Rate

To which three types of data do companies restrict access? (Choose three.)

A. network shares

B. personnel records

C. payroll information

D. proprietary information

You want to be prepared for a potential decrease in workforce scheduling based on a decrease in customer service requests. What are the three most likely reasons for a reduction in call volume? (Choose three.)

A. Customers are better trained.

B. Business functions are outsourced.

C. Customers are more experienced.

D. Systems are more stable and mature.

E. Overall business/workforce is reduced.

What destroys the reputation of the Help Desk and ruins the integrity of the company?

A. poor business plans

B. poor confidentiality

C. poor flexibility

D. poor problem resolution