LOMA 335 exam with correct answers |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
80-20 principle - correct answer✔✔A guideline which states that 20% of the components of a
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
situation account for 80% of the outcomes. [10] |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
360-degree review - correct answer✔✔A method of performance evaluation in which opinions |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
about an employee's performance are solicited from several sources, such as the employee
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
and her superiors, peers, subordinates and customers. [3]
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
abandonment rate - correct answer✔✔For a contact center, the percentage of inbound |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
telephone calls that are placed in the queue and then terminated by the caller before the call is
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
answered by a customer service representative. [12]
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
accuracy - correct answer✔✔In research, a general term for the closeness of a model to the
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
system it represents, the closeness of a measured quantity to its true value, or the closeness of
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
a projected outcome to the actual outcome. [6]
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
ACORD - correct answer✔✔A standards-developing organization that supports data and
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
technology standards for insurance and financial services worldwide. [13] |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
ACORD XML LAH - correct answer✔✔ACORD's proprietary information sharing standards
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
developed for life insurance, annuities and non medical health insurance. [13] |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
acquiescence bias - correct answer✔✔a consistent error in survey data arising from the |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
tendency of interviewees to agree with the questioner. [6] |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
activity - correct answer✔✔Part of a set of actions that accomplishes a job, problem or
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
assignment, all of which must be accomplished within a specified time. [11] |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
,activity analysis - correct answer✔✔A type of analysis and a report for documenting the
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
results of a study undertaken to identify how a given project activity is accomplished including
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
the tasks constituting that activity. [14]
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\
adherence - correct answer✔✔In a contact center, the degree to which customer service
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
representatives follow the staffing schedule developed to handle inbound customer contacts. |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
[12]
administrative and support function - correct answer✔✔A function in which either managerial |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
or non-managerial employees perform duties to support operational or production activities,
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
but do not directly perform operational or production duties. [1]
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
agency problem - correct answer✔✔A problem that exists when one person is paid to act on
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
behalf of another, but the two individuals have different interests, have access to different
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
information about the agent's activities, and have different incentives. [2] |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
agile management - correct answer✔✔An approach to business effectiveness focused on
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
finding and seizing opportunities to improve operations and processes. [11]
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
American National Standards Institute (ANSI) - correct answer✔✔A private association that
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
supports the creation of voluntary standards for companies operating in the United States. [13]
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
antecedent - correct answer✔✔In a behavioral context, an environmental cue that prompts a |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
person to act in a particular manner. [3] |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
arithmetic average model - correct answer✔✔A model that uses the arithmetic average (the
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
mean) of the time-series data from previous periods as the forecast value for the next future
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
period. [8] |||\\\
,as-is flow chart - correct answer✔✔A type of flow chart that describes how a work process is
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
actually performed, regardless of how it should be performed. [11]
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
attention bias - correct answer✔✔A consistent error in research outcomes which arises
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
because individuals who know they are being studied tend to perform better because of the
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
attention to their performance. [6] |||\\\ |||\\\ |||\\\ |||\\\
authoritarian decision process - correct answer✔✔A process that relies on one decision maker |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
to dictate a choice. Also known as autocratic decision process or paternalistic decision process.
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
[5]
|||\\\
authority - correct answer✔✔The right to direct the actions of others. See also power. [3]
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
automated underwriting system - correct answer✔✔A type of expert system that uses an
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
expert knowledge base, decision rules, and a company database to make automated
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
underwriting decisions. See expert system [6] |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
automatic call distributor (ACD) - correct answer✔✔A device that, at the most basic level,
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
receives telephone calls and directs them to the appropriate employee or work group. In
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
addition to routing, ACDs can perform a variety of other functions, such as facilitating contact
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
center management, linking multiple service centers, and integrating telephones with other
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
communication and information technology. [12] |||\\\ |||\\\ |||\\\ |||\\\
automatic number identification (ANI) - correct answer✔✔A technology that identifies an
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
inbound telephone call by the caller's telephone number or some other type of personal
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
identifier. [12] |||\\\
automation - correct answer✔✔The operation of a process, system or piece of equipment |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
without human intervention. [1] |||\\\ |||\\\ |||\\\
, autonomy - correct answer✔✔As a dimension of work, the degree to which a job gives a
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
worker freedom, independence and discretion in scheduling the work and determining how to
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
carry it out. [4] |||\\\ |||\\\ |||\\\
average call value - correct answer✔✔In a contact center, a measure that relates revenue to
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
total calls; found by dividing the total revenue of a contact center by the center's call volume
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
for a given time interval. [12]
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\
average handling time (AHT) - correct answer✔✔In a contact center, the average amount of
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
time that employees take to handle calls; found by adding average talk time to average time
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
spend on after-call work. Also known as turnaround time. see also average talk time and
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
average time spent on after-call work. [12] |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
average speed of answer (ASA) - correct answer✔✔In a contact center, the amount of time, on
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
average, that it takes a contact center to answer a telephone call.
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
average talk time - correct answer✔✔In a contact center, the average amounts of time
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
customer service representatives spend on the telephone with callers. See also average
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
handling time and average time spent on after-call work. [12]
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
average time spent on after-call work - correct answer✔✔In a contact center, the average time
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
that customer service representatives spend on completing after-call work. See also average
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
handling time and average talk time. [12] |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
balanced scorecard - correct answer✔✔A graphical display of a set of performance indicators
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
which links measures of company activities to broad performance outcomes. A balanced
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
scorecard displays performance results over a specified time period - not at a single point in
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
time.
balanced scorecard approach - correct answer✔✔A conceptual framework used to
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
communicate a strategic overview of the alignment between operational results and the |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
80-20 principle - correct answer✔✔A guideline which states that 20% of the components of a
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
situation account for 80% of the outcomes. [10] |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
360-degree review - correct answer✔✔A method of performance evaluation in which opinions |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
about an employee's performance are solicited from several sources, such as the employee
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
and her superiors, peers, subordinates and customers. [3]
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
abandonment rate - correct answer✔✔For a contact center, the percentage of inbound |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
telephone calls that are placed in the queue and then terminated by the caller before the call is
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
answered by a customer service representative. [12]
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
accuracy - correct answer✔✔In research, a general term for the closeness of a model to the
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
system it represents, the closeness of a measured quantity to its true value, or the closeness of
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
a projected outcome to the actual outcome. [6]
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
ACORD - correct answer✔✔A standards-developing organization that supports data and
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
technology standards for insurance and financial services worldwide. [13] |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
ACORD XML LAH - correct answer✔✔ACORD's proprietary information sharing standards
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
developed for life insurance, annuities and non medical health insurance. [13] |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
acquiescence bias - correct answer✔✔a consistent error in survey data arising from the |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
tendency of interviewees to agree with the questioner. [6] |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
activity - correct answer✔✔Part of a set of actions that accomplishes a job, problem or
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
assignment, all of which must be accomplished within a specified time. [11] |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
,activity analysis - correct answer✔✔A type of analysis and a report for documenting the
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
results of a study undertaken to identify how a given project activity is accomplished including
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
the tasks constituting that activity. [14]
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\
adherence - correct answer✔✔In a contact center, the degree to which customer service
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
representatives follow the staffing schedule developed to handle inbound customer contacts. |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
[12]
administrative and support function - correct answer✔✔A function in which either managerial |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
or non-managerial employees perform duties to support operational or production activities,
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
but do not directly perform operational or production duties. [1]
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
agency problem - correct answer✔✔A problem that exists when one person is paid to act on
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
behalf of another, but the two individuals have different interests, have access to different
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
information about the agent's activities, and have different incentives. [2] |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
agile management - correct answer✔✔An approach to business effectiveness focused on
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
finding and seizing opportunities to improve operations and processes. [11]
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
American National Standards Institute (ANSI) - correct answer✔✔A private association that
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
supports the creation of voluntary standards for companies operating in the United States. [13]
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
antecedent - correct answer✔✔In a behavioral context, an environmental cue that prompts a |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
person to act in a particular manner. [3] |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
arithmetic average model - correct answer✔✔A model that uses the arithmetic average (the
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
mean) of the time-series data from previous periods as the forecast value for the next future
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
period. [8] |||\\\
,as-is flow chart - correct answer✔✔A type of flow chart that describes how a work process is
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
actually performed, regardless of how it should be performed. [11]
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
attention bias - correct answer✔✔A consistent error in research outcomes which arises
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
because individuals who know they are being studied tend to perform better because of the
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
attention to their performance. [6] |||\\\ |||\\\ |||\\\ |||\\\
authoritarian decision process - correct answer✔✔A process that relies on one decision maker |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
to dictate a choice. Also known as autocratic decision process or paternalistic decision process.
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
[5]
|||\\\
authority - correct answer✔✔The right to direct the actions of others. See also power. [3]
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
automated underwriting system - correct answer✔✔A type of expert system that uses an
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
expert knowledge base, decision rules, and a company database to make automated
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
underwriting decisions. See expert system [6] |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
automatic call distributor (ACD) - correct answer✔✔A device that, at the most basic level,
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
receives telephone calls and directs them to the appropriate employee or work group. In
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
addition to routing, ACDs can perform a variety of other functions, such as facilitating contact
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
center management, linking multiple service centers, and integrating telephones with other
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
communication and information technology. [12] |||\\\ |||\\\ |||\\\ |||\\\
automatic number identification (ANI) - correct answer✔✔A technology that identifies an
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
inbound telephone call by the caller's telephone number or some other type of personal
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
identifier. [12] |||\\\
automation - correct answer✔✔The operation of a process, system or piece of equipment |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
without human intervention. [1] |||\\\ |||\\\ |||\\\
, autonomy - correct answer✔✔As a dimension of work, the degree to which a job gives a
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
worker freedom, independence and discretion in scheduling the work and determining how to
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
carry it out. [4] |||\\\ |||\\\ |||\\\
average call value - correct answer✔✔In a contact center, a measure that relates revenue to
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total calls; found by dividing the total revenue of a contact center by the center's call volume
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for a given time interval. [12]
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average handling time (AHT) - correct answer✔✔In a contact center, the average amount of
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time that employees take to handle calls; found by adding average talk time to average time
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spend on after-call work. Also known as turnaround time. see also average talk time and
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average time spent on after-call work. [12] |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
average speed of answer (ASA) - correct answer✔✔In a contact center, the amount of time, on
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average, that it takes a contact center to answer a telephone call.
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average talk time - correct answer✔✔In a contact center, the average amounts of time
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customer service representatives spend on the telephone with callers. See also average
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handling time and average time spent on after-call work. [12]
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average time spent on after-call work - correct answer✔✔In a contact center, the average time
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that customer service representatives spend on completing after-call work. See also average
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handling time and average talk time. [12] |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
balanced scorecard - correct answer✔✔A graphical display of a set of performance indicators
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which links measures of company activities to broad performance outcomes. A balanced
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scorecard displays performance results over a specified time period - not at a single point in
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time.
balanced scorecard approach - correct answer✔✔A conceptual framework used to
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communicate a strategic overview of the alignment between operational results and the |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
