Answer the following questions, use your own words in clear sentences

 

2. Describe 2 of the 5 types of contact Centres.
4. Describes how open and closed questions are different and show how each is used in contact centres.
6. Define the following abbreviations, provide the long-form name as well.

a. ACD

b. IVR

c. CRM

2. Define the role of the Contact Centre within an organization. And list 3 of the 7 areas of how a contact center contributes to the organization.
4. Explain how organizations use social media in serving customers. List at least three social media channels to show your answer.