Customer Engagement Operations

A visually engaging illustration depicting customer service interactions, focusing on diversity and technology in workplace communications.

Customer Engagement Quiz

Test your knowledge on customer engagement operations with this 20-question quiz! Whether you're aiming to enhance your skills or just curious about best practices, this quiz is designed for everyone.

Key Features:

Variety of question types including multiple choice and checkboxes
Focus on anti-discrimination laws, ergonomics, and customer service skills
Great for professionals seeking certification in customer engagement

20 Questions5 MinutesCreated by EngagingGuide42

The following are different ways to communicate electronically EXCEPT

Social media newsgroup

Instant messaging

Face to face

Which statement best explain the Anti-discrimination legislative

Allow harassment in employment on the basis of race, color, sex, or ethnic origin

Protecting worker from being harm at work

Prohibits harassment in employment on the basis of race, color, sex, or ethnic origin

Protecting workers from injury or death and illness

Which statement best explain the Age Discrimination in Employment Act

Prohibits discrimination against employees 40 years and older

Promotes discrimination against employees 40 years and older

Prohibits discrimination against employee with disabilities

Prohibits the harassment of young employees

The following are good practices for ethical principles except

Acknowledge and respect the organization's rules

Respect an individual's opinions

Avoid discrimination based on age, gender, religion or sexual orientation

Lacks integrity

The following are examples of good ethical attitude except

Keep a safety and healthy work environment

Be reliable

Respect confidential information

Use intimidation and bullying

Playing music in the workplace that promotes hate or hurt of a specific group is

Fair treatment

Equality regardless

Ethical attitude

Workplace discrimination or harassment

What is Net etiquette ?

Guidelines that govern behavior when communicating on the Internet

An unwritten set of codes of conduct regarding the interactions among the members in a business setting

The rules used while feeding, which may also include the inappropriate use of utensils

The codes of practices of people's efficiency in their working environment.

The following are net etiquette rules except

Identify yourself

Use appropriate language

Complete sentences typed in all caps

Respect others' privacy

Explain intranet ?

An application layer protocol that facilitates communication in the form of text

A local or restricted communication network

Symbols or other data in digital form attached to an electronically transmitted documents

The transmission of message over communication networks

Define multi-tasking ?

Allowing a user to perform more than one computer task at a time.

To send someone an instant message

Critically analyzing information and reflecting on the purpose of task

Destroying data information on any electronic system

What is Ergonomics ?

People's efficiency in their working environment measured process of designing or arranging workplace, products and systems

A harmone secreted by the adrenline glands that increases rates of blood circulation

The legal dissolution of a marriage by court

The workplace are designed to secure the health, safety and welfare of people at work

Which is correct about ergonomic requirements for KEYBOARD

Place keyboard in a position that allows the forearms to be distanced apart and wrist bent

Place keyboard in a position that allows the forearms to be close to horizontal and the wrist to be straight

Place keyboard in a position that causes the elbows to be held far out from the side of the body

Place keyboard in a position that allows only for standing while being used

Which is correct about ergonomic requirements for CHAIRS

Adjust the seat higher than the keyboard and mouse

Adjust the seat so that your knees should be straight less than 90 degrees

Adjust the seat tilt so that you are comfortable when working on keyboard

Adjust the seat so that it supports the upper back not the lower back

The following are proper keyboarding techniques except

Sit up straight

Fingers curved and resting on home keys

Feet flat on the floor

Lift feet from the floor

Which best explain adhering to schedule

Agent can be late for their shift

Level to which agent get the job done

level to which agent stick to there schedule

Agent list of task to complete

Which best explain call duration

Amount of time spent speaking on a private call

Amount of time spent talking

Amount of time spent speaking to customers

Amount of time spent at work

Which best explain first call resolution

Measures the percentage of all calls that are resolve on the first attempt

first call made in your call center career

Measures quality of the call

Achieve the determine service quality

The following are specific task / work role for customer contact agents

Computer navigation abilities

Excellent telephone manner

Internet proficiency

Ability to use patois

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