Ae Customer Service March Skills Verification

KPI stands for Key Performance Indicator. It is a measurable value that indicates how effectively an organization is achieving its key objectives. KPIs are used to evaluate the success of a particular activity or process and are crucial in monitoring and improving performance. They provide a clear and quantifiable measure of progress towards goals and help in making informed decisions to drive organizational growth and success.

Email communication is as important as communicating by telephone to our customers. This means that both methods of communication hold equal significance in effectively reaching and interacting with our customers. It suggests that email should not be disregarded or considered less important than telephone communication when engaging with customers. Instead, both channels should be utilized and given equal importance to ensure effective and efficient communication with customers.

When responding or sending an email, the time the email was sent is not something that needs to be checked. This is because the time the email was sent does not affect the content or the quality of the email. The focus should be on checking for spelling and grammar errors, ensuring the language used is appropriate, and verifying if an email framework was used if necessary.

The correct answer is "Minimum of 10" because it indicates the minimum number of Call Quality Evaluations that a Supervisor is required to do monthly. This means that the Supervisor must evaluate at least 10 calls each month to meet the minimum requirement.

There are eight AUX codes used in AE.

GMB stands for Global Management Board. This refers to a governing body or committee responsible for making strategic decisions and overseeing the management of a global organization. The Global Management Board would typically consist of senior executives and key stakeholders who work together to set goals, develop policies, and ensure the effective operation and growth of the organization on a global scale.

The 4 Golden Rules of email communication are to understand the message, use the Email Framework, use positive language, and double check before sending. These rules emphasize the importance of comprehending the content of the email, following a structured framework for effective communication, maintaining a positive tone, and reviewing the email for any errors or mistakes before hitting the send button. Following these rules can help ensure clear and professional email communication.

The correct answer is "Command Prompt". The enhancement made to the GCCU softphone was the removal of an unnecessary pop-up box during startup. This pop-up box was the Command Prompt.

With the current enhancement, all of the above information (Account Number, Company or Customer Name, and Country) is retained and captured in the contact screen after the 2nd call transfer. This means that the Agent ID, Account Number, Company or Customer Name, and Country will all be displayed and accessible on the contact screen for reference and further actions.

COE stands for Center of Excellence. This term is commonly used to refer to a team or department within an organization that is recognized for its exceptional knowledge, expertise, and performance in a specific area. A Center of Excellence is responsible for driving innovation, best practices, and continuous improvement in its field. It serves as a centralized hub for sharing knowledge, providing guidance, and delivering specialized services to other parts of the organization. A Center of Excellence is typically composed of highly skilled professionals who collaborate to achieve strategic objectives and elevate the overall performance of the organization.

The elements of the DHL Express Email Framework include a greeting, pleasantry, purpose, main message, closing line, and sign off. These elements are essential in creating a well-structured and professional email. The greeting sets a friendly tone, the pleasantry adds a personal touch, and the purpose clarifies the reason for the email. The main message delivers the key information, while the closing line wraps up the email. Finally, the sign off provides a polite and professional ending to the email.

The new feature added to the soft phone is the Call Log Feature. This feature enables advisors to easily access customer contact numbers and prevents the need for manual saving of the numbers. With the Call Log Feature, advisors can keep track of all incoming and outgoing calls, including the contact numbers associated with those calls. This allows for easy reference and retrieval of customer contact information, improving efficiency and customer service.

One step was removed from Supervised Call Transfer to help reduce customer waiting time and advisor's AHT.

HRIS stands for Human Resources Information System, which is a software system used by organizations to manage and store employee data. Accessing Motiv8 through HRIS would make sense as it is a platform specifically designed for managing and accessing employee-related information. My Learning World, CS Shared Folder, and ANI Database do not seem to be relevant platforms for accessing Motiv8.

Email communication is part of the customers' experience of the DHL Express brand. This means that the way DHL communicates with its customers through email plays a crucial role in shaping their overall perception of the brand. Effective and professional email communication can enhance the customers' experience, while poor communication can have a negative impact. Therefore, DHL considers email communication as an important aspect of its brand image and strives to provide a positive experience to its customers through this channel.