Which statement about contract staffing is true?

A. Contract employees can only be let go by their company.

B. Contract employees receive more benefits than full-time employees

C. Contract employees may hinder teamwork if they do not work closely with full-time employees

D. Contract employees are allowed to work hours that are not specifically defined by their company.

Which three actions can you take to reduce the risk of customer conflict? (Choose three)

A. be respectful

B. do not interrupt

C. let the customer vent

D. change your rate of speech

E. change the tone in your voice

Which four factors are important when dealing with an individual's performance problem? (Choose four)

A. timeliness

B. personality

C. consequences

D. specific details

E. performance responsibility

Which three statements describe how to recruit and retain people who posses optional skills and good personal traits? (Choose three)

A. review salary expectations in relation to departmental constraints

B. involve model team members in the interview and selection process

C. review your team's structure for opportunities to leverage the skill mix

D. perform a job analysis to determine the required skills and temperament.

What is the most likely benefit of implementing a knowledge management system in a support center?

A. Implementing a knowledge management system allows customers to troubleshoot all of their own incidents.

B. Implementing a knowledge management system helps build rapport among teams in the support center.

C. Implementing a knowledge management system increases the customer's dependence upon support services.

D. Implementing a knowledge management system supports computer-telephony integration.