Large software companies often use ____ as they hire people from countries in another part of the world.

In the ____, organizations began to value nontechnical certifications for IT professionals.

Some smaller companies act as one-stop-shops, which means that the service desk is fully responsible for resolving all incidents and service requests, even if they need to do extensive research or even programming changes.  

First contact resolution rate refers to the percentage of incidents resolved by the service desk.

Skills such as customer service skills, listening skills, and verbal communication skills are all considered ____ skills.a. business c. softb. customer service d. communication

Management of uric acid renal calculi consists of: Select all that apply Allopurinol Fluid replacement Diet Surgery if stone is unable to pass on it’s own

A(n) ____ call center takes orders, responds to billing inquiries, and provides customer support.

Skills that are specific to the customer service and support industry, such as understanding the importance of meeting customers’ needs and knowing how to manage their expectations, are considered part of customer service skills.

Technology such as knowledge management systems, network monitoring systems, and diagnostic systems enables the service desk to absorb many activities performed by other support groups. These other groups may then focus on tasks such as projects, operations activities, and maintenance activities.  

When a service desk is run as a(n) ____ center, management’s main objective is to minimize and eliminate expenses so that profits will be as high as possible.