Your support organization has 20 frontline analysts. The Call Management System produces performance reports that show the amount of time each analyst is on the phone, performing wrap- up work, and not available. Reports also show the number of calls taken and the average talk-time per agent. Based on these reports, what should the manager do to improve the support organization's performance?

A. recognize and reward the individual who handles the most calls

B. publish a list of agents ranked by who has the most talk time

C. recognize and reward the individual who has the least "not available" time

D. publish trend reports for the group as a whole

Which three methods clarify understanding of organizational missions, strategies, strengths, weaknesses, and capabilities? (Choose three.)

A. consistent and high-impact feedback to team members

B. interviews with key stakeholders, customers, and leaders

C. focus groups

D. round-table meetings with employees

Which three methods clarify understanding of organizational missions, strategies, strengths, weaknesses, and capabilities? (Choose three.)

A. consistent and high-impact feedback to team members

B. interviews with key stakeholders, customers, and leaders

C. focus groups

D. round-table meetings with employees

What should you do to ensure that your Help Desk support strategies align with the organization being supported?

A. consider the impact of the proposed services on the success of the organization as a whole

B. propose the highest level of support possible

C. study best practices for top performing organizations and set your strategies accordingly

D. minimize cost

What should analysts do to ensure that a shared work environment is effective?

A. use discretion and courtesy

B. make the environment as comfortable as possible with pictures and colors

C. allow employees to adjust their workstations to meet their personal needs

D. play music to reduce stress levels