Please answer the following questions from this book, Thank you so much!

A Guide to Customer Service Skills for the Service Desk Professional, 4e

Author: Donna Knapp

ISBN: 9781305445871

Chapter 7 review questions

11) Describe two ways that resolution data is used

12) Define the term trend analysis

13) Trends can be positive or _______________.

14) Why is it important to eliminate the root cause of problems?

15) What is a budget?

16) Quality is a tangible characteristic. True or False? Explain your answer.

17) Why are intangible characteristics difficult to measure?

18) Why is having a balanced set of goals important?

19) How do you calculate an hourly rate from an annual salary?

20) Define the term cost per contact.