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Which is BEST example of an experience metric that can be included in the SLA?
An investment bank has outsourced its customer care helpline. It is keen to introduce experience metrics into its Service Level Agreements (SLAs) with the service provider for the helpline. It has asked for a re-negotiation of the existing SLA. Which is BEST example of an experience metric that can be...
Which practice would MOST help to improve this situation and how?
An organization has a culture that encourages people to hide their mistakes. This reduces opportunities to learn and improve in many different areas. Which practice would MOST help to improve this situation and how? Relationship management, by developing and communicating values and principles Which is an example of planning for...
Which practice ensures effective fulfilment of these service actions?
An organization introduced a dedicated team of support agents, which answers questions, provides consultations and fulfils a range of predefined changes initiated by external users with higher levels of subscription. Which practice ensures effective fulfilment of these service actions?A . kB . 35px;">Service request managementView AnswerAnswer: B
