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5 Cards in this Set

  • Front
  • Back
A conference call is a best practice for escalating a CST issue
True
Escalate a call to another level if the queues are backed up
False
First level resolution is the CST issue on the initial support call while the CST is still on the telephone
False
All call handling techniques has the same goal in mind, which is to satifiy the CST
True
The higher the FCR rate is the more cost effective the support center
True