Types of Customer Service Metrics Chapter Exam

Exam Instructions:

Choose your answers to the questions and click 'Next' to see the next set of questions. You can skip questions if you would like and come back to them later with the yellow "Go To First Skipped Question" button. When you have completed the practice exam, a green submit button will appear. Click it to see your results. Good luck!

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Question 1 1. How can resolution metrics help with product development?

Question 2 2. What are financial metric ?

Question 3 3. How can you use first contact resolution metrics to help with product development?

Question 4 4. Which is the BEST example of an operating cost metric?

Question 5 5. Define product development metrics.

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Question 6 6. Which metric can help to determine which product issues are the most time-consuming?

Question 7 7. What does an abandonment rate metric measure?

Question 8 8. What operational metric measures efficiency?

Question 9 9. Which customer service metrics can be used to create product development metrics?

Question 10 10. What operational metrics can be used to measure effectiveness?

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Question 11 11. Which metric can help determine if customers are waiting on hold too long?

Question 12 12. What are operational metrics?

Question 13 13. Why is looking at training cost metrics important for customer service operations?

Question 14 14. Which is an example of a training cost metric?

Question 15 15. What do gross margin metrics measure?

Types of Customer Service Metrics Chapter Exam Instructions

Choose your answers to the questions and click 'Next' to see the next set of questions. You can skip questions if you would like and come back to them later with the yellow "Go To First Skipped Question" button. When you have completed the practice exam, a green submit button will appear. Click it to see your results. Good luck!

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