A.It tells you about the customers emotional state.

B.It provides an effective barrier against emotions.

C.It is faster than self-service.

D.It minimises the need for desk side support.

A.Determine the strategy.

B.Perform risk analysis.

C.Undertake a business impact assessment.

D.Implement stand-by procedures.

A.Knowledge management.

B.Skills gap analysis.

C.Call monitoring.

D.Benchmarking.

A.Watching foreign films.

B.Visiting other countries.

C.Undertaking research on successful multinational.

D.Reading books on outsourcing in other regions.

E.Studying another language. r> D.Self-healing tools remove the emotion from a support request.

A.Customer satisfaction surveys.

B.IVR and CTI.

C.Remote support tools.

D.SLA measurement tools.