A.An e-mail survey.

B.An ongoing survey.

C.A one-off survey.

D.A periodic survey.

A.Improved task scheduling.

B.A willingness to collaborate with and assist other team members.

C.Exemplary time management.

D.Improved staff and customer relations.

E.Improved acceptance of your team by other departments.

A.People take regular breaks.

B.People leave to work in other teams.

C.People are often ill.

D.People work longer and are overworked.

A.The ability to route calls to a correctly skilled analyst.

B.The ability to eliminate 99% of abandoned call issues.

C.The ability to tell customers the analyst waiting time.

D.The ability to route calls to correct customer groups.

A.Provide deskside support only if the SLA requires it.

B.Provide deskside support to address an urgent requirement.

C.Provide deskside support if you must replace the customers hardware.

D.Provide deskside support if you need to calm the customer down.

E.Provide deskside support if the Service Desk is not busy.