73. They are called Human relations or HR because they are responsible to make sure that the employees that working on the Company they are in is find and having no difficulties.
They ensure that they answer the queries and clarification of the employees and also make takes action if there are unnecessary problem or issue that is going on to every person in the company. They are also the one who provide protocols and work ethics to make sure that the company is in good conditions in terms of professionalism.
Rosario most likely attended a situational interview. Situational interview questions ask you to reply hypothetically to a circumstance that might arise at work.
In these interviews interviewer is interested in learning how you would respond to a problem at work. Then, your reply will be compared to those of the other applicants.
Situation-based interview questions frequently ask candidates to solve problems and deal with challenging situations at work.
The best responses to scenario-based interview questions give specific instances of how you handled situations comparable to the one in question. However, you can also share some details about how you expect you would react to the situation. By doing this, you'll be giving the interviewer knowledge that is based on situations you actually encountered and overcame.
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Answer: Average handle time
First contact resolution
Explanation:
Since the center manager needs to measure the productivity of the agent and the customer satisfaction, the report that should be recommended by a consultant would be the average handle time and the first contact resolution.
The average handle time shows the time taken for a transaction to be completed. This can be used to determine the productivity of agents. Also, first contact resolution can be used to determine customer satisfaction as it shows the number if queries that were successfully resolved.
Answer:
B. First-line managers use mainly technical and human relations skills, while top managers devote most of their time to activities involving human relations and conceptual skills.
Explanation:
First-line managers are a group of managers that are tasked to oversee the company's daily operation. This require them to directly communicate with the employees. This is why, they use mainly technical and human relations skills.
Top managers on the other hand, are tasked to oversee the company's long term interest. They are the one that is involved in<u> creating strategic planning</u> that will drive the company to reach its end goal. This is why they rely most of their time on conceptual skills. That being said, top managers also need human relation skills to form network with other people who had high influence in the industry.
