Master the HDI HD0-100 Exam: Essential Study Tips and Strategies

Computer Telephony Integration

Calls, Telephones, and Internet

Customer Telephone Interface

Customised Telephony Intelligence

More buy-in

Reduced flexibility

Higher motivation

Increased sympathy

Exercise and observe good nutrition practices

Set realistic goals/objectives

Use high energy drinks, e.g., coffee, caffeine drinks to keep energy levels up

Take long breaks

Evaluate customer satisfaction with products, services, and personnel

Determine employee bonuses

Measure individual analyst performance

Trend customer satisfaction between annual surveys

Diversity of skill sets is minimised

Recognition of individual department effort is not required

Management involvement is separate from individual involvement

Rapport among organisation members is established

Notify software vendor

Notify IT/legal/security departments

Notify industry piracy association

Do nothing, everyone already knows

Find someone else who can understand the customer better

Inform the customer that you cannot understand them and there is nothing you can do to help them

Ask the customer is there is someone else in their organisation for you to talk to

Tell the customer you are having difficulty understanding them

Be confident

Be agreeable to all customer opinions

Be talkative

Be efficient

Be enthusiastic, but natural

Collisions, congestion, and delays

Segment or ring does not respond, traffic limited, no workaround

Systems will not reboot

Users cannot reach connected devices, i.e., PC, servers, workstations

Customers report that they cannot receive credit card payments due to network connectivity loss

Fifteen database developers have no network connectivity in their area of the building or floor

A staff administrator reports the loss of Internet, mainframe, and e-mail access at his workstation within the last two hours

One Ethernet segment is down with little to no data transmitting, and it is affecting a local marketing centre