Unlock document.
This document is partially blurred.
Unlock all pages and 1 million more documents.
Get Access
31.
(p. 320)
Which of the following statements is true about the automatic number identification
system?
32.
(p. 321)
Which of the following is a function controlled by the computer telephony integration
systems?
33.
(p. 321)
Which of the following is a function of the customer relationship management software?
34.
(p. 322)
_____ is a type of technology that allows online chats in real-time text transmission over
the Internet between customers and service representatives.
35.
(p. 322)
A(n) _____ allows customers and customer contact centers equipped with video camera-
computer hookups to interact via the computer.
36.
(p. 322)
_____ refers to an abusive use of various electronic messaging systems to send
unsolicited and indiscriminant bulk messages.
37.
(p. 323)
_____ allows someone browsing the Internet to click on words or phrases, enter his or her
phone number, and continue browsing.
38.
(p. 324)
_____ allows a system to recognize keywords or phrases from a caller.
39.
(p. 327)
_____ technology involves using hardware and software delivered over a network, such as
the Internet.
40.
(p. 328)
Which of the following statements is true about social media?
41.
(p. 330)
Which of the following social networking websites enables users to send a message
limited to 140 characters?
42.
(p. 332)
_____ is an electronic form of messaging between mobile, portable, or fixed devices over
a telephone network.
43.
(p. 333)
_____ are informational or discussion websites that contain articles or comments posted
in reverse chronological format on the World Wide Web.
44.
(p. 335)
Which of the following is a distinct advantage of using technology in organizations?
45.
(p. 335)
Which of the following benefits does technology bring to employees?
46.
(p. 335)
What is the disadvantage of technology that negatively impacts an employee?
47.
(p. 345-346)
When delivering service face-to-face with a customer, you should:
48.
(p. 348)
Which of the following is a tip to be adopted for creating a positive telephone image?
49.
(p. 350)
Which of the following strategies should be adopted for successfully providing effective
customer service over the telephone?
50.
(p. 352)
Which of the following strategies should be adopted to effectively use a voice mail?
51.
(p. 317-318)
What are the types of numbers that companies provide for their customers to call
in to order, get information, or receive service?
52.
(p. 321)
List any five functions performed by the customer relationship management software.
53.
(p. 339)
List any five approaches to help reassure your customers about security of your
technology.
54.
(p. 340)
Explain the usage of e-mail in today's context comparing against what it was originally
designed for.
55.
(p. 345)
List four advantages of telephone communication.
