What does CSAT measure?, Employee performance, Customer satisfaction, Sales targets, Response time, What does NPS measure?, Customer loyalty, Staff training levels, Call duration, Complaint numbers, Which type of data is based on opinions and experiences?, Numerical, Quantitative, Qualitative, Statistical, What is data analysis?, Collecting customer names, Deleting unwanted data, Examining data to find patterns, Recording phone calls, What is multi-channel customer service?, Using one communication method, Using different support platforms, Using only social media, Avoiding customer contact, What is omni-channel customer service?, Separate communication channels, No customer interaction, Seamless experience across channels, Manual customer records, A company has high CSAT scores but low NPS scores. What is the most likely issue?, Customers are dissatisfied with service speed, Customers are satisfied but not loyal, Employees are not trained properly, Data is being collected incorrectly, An organisation introduces automation to reduce response times, but customer complaints increase. What is the most likely reason?, Automation is too fast, Customers prefer longer wait times, Lack of personalisation in service, Too many employees are available

CSS - Service Improvement & Data Analysis

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