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

Call volume increases whenever a new release of software is deployed, causing an increase in the Abandonment Rate. You have decided to increase staff for the new release scheduled to rollout in three months. What helped you make your decision? (Choose two.)

A. change management

B. workforce scheduling

C. quality assurance

D. disaster recovery

E. trend analysis

How can you provide direction in times of confusion or ambiguity?

A. create a sense of control in subordinates by allowing team leaders to make critical decisions without guidance

B. centralize communication to ensure that all team members get accurate information

C. create a sense of trust in subordinates by not personally making decisions

D. authorize the team leader to conduct team building activities to strengthen team ties

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