____ occurs when a supervisor or team leader listens to a live or recorded call in order to measure the quality of an analyst's performance during the call.
A) Observing
B) Evaluation
C) Role playing
D) Monitoring
Correct Answer:
Verified
Q49: Which statistic indicates that the service desk
Q50: What is one benefit of organizations such
Q51: Which is true about overall satisfaction surveys?
A)They
Q52: Which type of survey might be used
Q53: Companies benefit most from benchmarking when they
Q55: _ requires analysts to demonstrate their mastery
Q56: _ change as the employee's performance improves
Q57: Which is true about a skills inventory
Q58: Completion
-_ service desks are often so understaffed
Q59: Completion
-If service desks do not capture data,
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