Which of the following is true about remote contact center agents?A.They take really long lunch breaks.B.They always pay for their own health insurance.C.Recruiting and retention are easier.D.Conflict resolution is easier now with collaboration tools.

Why have remote agents become so popular for contact centers?A.Cloud-based computing makes it easier to work remotely or from home.B.Management tools now help contact center managers keep remote agents connected.C.Adding additional coworkers can upset established workplace cultures.D.A and B.

Which of the following is true about temporary contact center agents?A.It's important to understand your potential business risks when hiring temps.B.Temps need just as much training as regular agents.C.Temps don't have to know as much about the product or service since they won't be there long.D.A and B.

True or false: Average handle time can force agents to get off the phone so quickly they can't collaborate for a better solution.A.TrueB.False

Which type of climate improves collaboration in the contact center?A.Adherence climates, where agents always adhere to company rules.B.Network judgment, where agents rely on advice from coworkers to provide the best solutions.C.No judgment, where agents don't have managers.D.Instant replay, where managers review questionable agent calls for 5 minutes in a booth.

Which of the following is a benefit of having an integrated AI system in a call center environment? 1 pointReducing costs Eliminating the need for human agents.Decreasing agent satisfaction due to fear of job loss.Increasing agent turnover