HD0-300 無料問題集「HDI Help Desk Manager」

（A）First Call Resolution Rate

（B）Average Speed of Answer

（C）Abandonment Rate

（D）Time in Queue

（A）Swap jobs with colleagues in other departments.

（B）Create an individual development plan for yourself.

（C）Solicit Web site recommendations from colleagues.

（D）Go to industry shows every month.

（A）seek feedback from the analysts on job difficulties

（B）demonstrate your commitment to the organization

（C）take the time recruit and hire new employees

（D）produce individual and team performance reports

（A）Implementing a knowledge management system promotes competition among support teams.

（B）Implementing a knowledge management system allows the support center to cut back on its hours of operation.

（C）Implementing a knowledge management system reduces the time needed to train new employees.

（D）Implementing a knowledge management system keeps ownership of knowledge in the support center.

（A）A good leader inspires the team.

（B）A good leader dictates to the team.

（C）A good leader demands performance from the team.

（D）A good leader dominates the team.

（A）potential business growth

（B）improved employee moral

（C）reduced resolution rates

（D）timely call avoidance

（A）customer surveys

（B）analyst reviews

（C）customer complaints

（D）manager surveys

（E）manager complaints

（F）analyst complaints

（A）encourage others to take initiative

（B）encourage participation

（C）encourage others to be creative

（D）encourage positive perspective within teams

（A）Use industry best practices as a benchmark and study other groups that provide similar support services.

（B）Find ways to hire analysts that speak all of the languages that will require support services.

（C）Ask management for budget money to train all of your analysts in the languages that will be required by the project.

（D）Interview each analyst to determine whether your analysts want to take international calls.