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 |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
360-Degree Review - correct answer✔✔method of performance evaluation in which opinions |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
about an employee's performance are solicited from several sources
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
Abandonment Rate - correct answer✔✔percentage of inbound telephone calls that are placed |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
in the queue and then terminated by the caller before the call is answered by a CSR
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
Accuracy - correct answer✔✔general term for the closeness of a model to the system it
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
represents, the closeness of a measured quantity to its true value or closeness of a projected |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
outcome to the actual outcome |||\\\ |||\\\ |||\\\ |||\\\
ACORD - correct answer✔✔standards-developing organization that supports data and
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
technology standards for insurance and financial services worldwide |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
Acquiescence Bias - correct answer✔✔consistent error in survey data arising from the |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
tendency of interviewees to agree with questioner |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
Activity - correct answer✔✔Part of a set of actions that accomplishes a job, problem, or
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
assignment
Activity Analysis - correct answer✔✔type of analysis and a report for documenting the results
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
of a study undertaken to identify how a given project activity is accomplished
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
,Adherence - correct answer✔✔in a contact center, the degree which CSRs follow the staffing
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
schedule developed to handle inbound customer contacts
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
Agency Problem - correct answer✔✔a problem that exists when one person is paid to act on
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
behalf of another, but two individuals have different interests, different access and different
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
incentives
Agile Management - correct answer✔✔an approach to business effectiveness focused on
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
finding and seizing opportunities to improve operations and processes
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
American National Standards Institute (ANSI) - correct answer✔✔private association that
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
supports the creation of voluntary standards for companies operating in US
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
Antecedent - correct answer✔✔an environmental cue that prompts a person to act in a |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
particular manner |||\\\
As-Is Flow Chart - correct answer✔✔type of chart that describes how a work process is
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
actually performed, regardless of how it should be performed
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
Attention Bias - correct answer✔✔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
|||\\\ |||\\\
Authoritarian Decision Process - correct answer✔✔process that relies on one decision maker |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
to dictate a choice
|||\\\ |||\\\ |||\\\
Automated Underwriting System - correct answer✔✔type of expert system that uses an |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
expert knowledge base, decision rules and a company database to make automated
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
underwriting decisions |||\\\
,Automatic Call Distributor (ACD) - correct answer✔✔device that receives telephone calls and
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
directs them to appropriate employee or work group
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
Automated Number Identification (ANI) - correct answer✔✔technology that identifies an |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
inbound telephone call by the caller's telephone number or some other type of personal
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
identifier
Average Call Value - correct answer✔✔in contact center, a measure that relates revenue to
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
total calls: divide total revenue by call volume
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
Average Handling Time (AHT) - correct answer✔✔in contact center, the average amount of
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
time that employees take to handle calls: add average talk time to average time spent on after-
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
call work |||\\\
Average Speed of Answer - correct answer✔✔In contact center, the amount of time on
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
average that it takes a contact center to answer a call
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
Average Talk Time - correct answer✔✔In contact center, average amount of time CSR spend
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
on phone with callers
|||\\\ |||\\\ |||\\\
Balanced Scorecard - correct answer✔✔Graphical display of a set of performance indicators
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
which links measures of company activities to broad performance outcomes. Over a specified
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
time period. |||\\\
Balanced Scorecard Approach - correct answer✔✔Conceptual framework used to
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
communicate a strategic overview of alignment between operational results and the corporate |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
mission and strategy. |||\\\ |||\\\
Barrier to Entry - correct answer✔✔In economics, an obstacle to a new seller's entry into a
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
market.
, Base Staff - correct answer✔✔In contact center, minimum number of CSRs needed to be
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
available to take calls during any given time interval to meet service-level objective |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
Baseline Gantt Chart - correct answer✔✔In project management, type of Gantt chart used as
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
the starting point for a project plan. Show departures from plan or budget
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
Basic Quality Tools - correct answer✔✔set of relatively simple techniques for measuring and
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
analyzing quality in operations by using numerical and qualitative measures |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
Behavior Modification - correct answer✔✔An approach which an individual systematically |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
manages environmental factors in order to encourage desirable behavior and discourage |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
undesirable behavior |||\\\
Benchmark - correct answer✔✔a measured and marked point for which the value is known to |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
a high degree of accuracy. Performance standard that a company aspires to achieve.
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
Benchmarking - correct answer✔✔formal program for identifying and emulating best practices |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
for company processes.
|||\\\ |||\\\ |||\\\
Best Payoff - correct answer✔✔in a payoff table of a decision model, the payoff with the
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
highest positive value in a given state-of-nature column |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
Bias - correct answer✔✔an error with a consistent direction
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
Black Belt - correct answer✔✔Six Sigma expert and project team leader, primarily responsible
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
for Six Sigma improvement results
|||\\\ |||\\\ |||\\\ |||\\\
80-20 Principle - correct answer✔✔A guideline which states that 20% of the components of a
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
situation account for 80% of the outcomes |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
360-Degree Review - correct answer✔✔method of performance evaluation in which opinions |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
about an employee's performance are solicited from several sources
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
Abandonment Rate - correct answer✔✔percentage of inbound telephone calls that are placed |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
in the queue and then terminated by the caller before the call is answered by a CSR
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
Accuracy - correct answer✔✔general term for the closeness of a model to the system it
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
represents, the closeness of a measured quantity to its true value or closeness of a projected |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
outcome to the actual outcome |||\\\ |||\\\ |||\\\ |||\\\
ACORD - correct answer✔✔standards-developing organization that supports data and
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
technology standards for insurance and financial services worldwide |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
Acquiescence Bias - correct answer✔✔consistent error in survey data arising from the |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
tendency of interviewees to agree with questioner |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
Activity - correct answer✔✔Part of a set of actions that accomplishes a job, problem, or
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
assignment
Activity Analysis - correct answer✔✔type of analysis and a report for documenting the results
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
of a study undertaken to identify how a given project activity is accomplished
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
,Adherence - correct answer✔✔in a contact center, the degree which CSRs follow the staffing
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
schedule developed to handle inbound customer contacts
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
Agency Problem - correct answer✔✔a problem that exists when one person is paid to act on
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
behalf of another, but two individuals have different interests, different access and different
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
incentives
Agile Management - correct answer✔✔an approach to business effectiveness focused on
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
finding and seizing opportunities to improve operations and processes
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
American National Standards Institute (ANSI) - correct answer✔✔private association that
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
supports the creation of voluntary standards for companies operating in US
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
Antecedent - correct answer✔✔an environmental cue that prompts a person to act in a |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
particular manner |||\\\
As-Is Flow Chart - correct answer✔✔type of chart that describes how a work process is
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
actually performed, regardless of how it should be performed
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
Attention Bias - correct answer✔✔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
|||\\\ |||\\\
Authoritarian Decision Process - correct answer✔✔process that relies on one decision maker |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
to dictate a choice
|||\\\ |||\\\ |||\\\
Automated Underwriting System - correct answer✔✔type of expert system that uses an |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
expert knowledge base, decision rules and a company database to make automated
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
underwriting decisions |||\\\
,Automatic Call Distributor (ACD) - correct answer✔✔device that receives telephone calls and
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
directs them to appropriate employee or work group
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
Automated Number Identification (ANI) - correct answer✔✔technology that identifies an |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
inbound telephone call by the caller's telephone number or some other type of personal
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
identifier
Average Call Value - correct answer✔✔in contact center, a measure that relates revenue to
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
total calls: divide total revenue by call volume
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
Average Handling Time (AHT) - correct answer✔✔in contact center, the average amount of
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
time that employees take to handle calls: add average talk time to average time spent on after-
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
call work |||\\\
Average Speed of Answer - correct answer✔✔In contact center, the amount of time on
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
average that it takes a contact center to answer a call
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
Average Talk Time - correct answer✔✔In contact center, average amount of time CSR spend
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
on phone with callers
|||\\\ |||\\\ |||\\\
Balanced Scorecard - correct answer✔✔Graphical display of a set of performance indicators
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
which links measures of company activities to broad performance outcomes. Over a specified
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
time period. |||\\\
Balanced Scorecard Approach - correct answer✔✔Conceptual framework used to
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
communicate a strategic overview of alignment between operational results and the corporate |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
mission and strategy. |||\\\ |||\\\
Barrier to Entry - correct answer✔✔In economics, an obstacle to a new seller's entry into a
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
market.
, Base Staff - correct answer✔✔In contact center, minimum number of CSRs needed to be
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
available to take calls during any given time interval to meet service-level objective |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
Baseline Gantt Chart - correct answer✔✔In project management, type of Gantt chart used as
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
the starting point for a project plan. Show departures from plan or budget
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
Basic Quality Tools - correct answer✔✔set of relatively simple techniques for measuring and
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
analyzing quality in operations by using numerical and qualitative measures |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
Behavior Modification - correct answer✔✔An approach which an individual systematically |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
manages environmental factors in order to encourage desirable behavior and discourage |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
undesirable behavior |||\\\
Benchmark - correct answer✔✔a measured and marked point for which the value is known to |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
a high degree of accuracy. Performance standard that a company aspires to achieve.
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
Benchmarking - correct answer✔✔formal program for identifying and emulating best practices |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
for company processes.
|||\\\ |||\\\ |||\\\
Best Payoff - correct answer✔✔in a payoff table of a decision model, the payoff with the
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
highest positive value in a given state-of-nature column |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
Bias - correct answer✔✔an error with a consistent direction
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
Black Belt - correct answer✔✔Six Sigma expert and project team leader, primarily responsible
|||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\ |||\\\
for Six Sigma improvement results
|||\\\ |||\\\ |||\\\ |||\\\
