A.People work longer and are overworked.

B.People are often ill.

C.People take regular breaks.

D.People leave to work in other teams.

A.The ability to eliminate 99% of abandoned call issues.

B.The ability to route calls to correct customer groups.

C.The ability to route calls to a correctly skilled analyst.

D.The ability to tell customers the analyst waiting time.

A.Seek clarity on the source of issues or problems.

B.Emphasise the details of the customers concerns.

C.Maintain a strong and assertive stance towards the customer.

D.Offer several options for the customer to choose from.

A.Self-service tools allow the Service Desk to reduce its headcount.

B.Self-service tools allow customers greater independence.

C.Self-service tools allow customers to access support at any time.

D.Self-service tools allow the Service Desk to be open for fewer hours.

E.Self-service tools allow for cost-effective service provision.

A.Medium-term projects that are necessary to enable realisation of the long term projects.

B.The detailed plan for achieving the objectives set by the strategic plan.

C.Development of corporate strategies for promotion of services.

D.A long-term vision of what an organisation needs to achieve in order to meet its objectives.