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A Firestone customer service representative in Berkeley Heights, New Jersey. Customer service representatives, customer service advisors, customer service agents, or customer service associates are employees who interact with customers to handle and resolve complaints, process orders, and provide information about an organization’s products and services.
The skills involved can be defined by the organization or by third party institutions. They are usually defined in terms of a skills framework, also known as a competency framework or skills matrix. This consists of a list of skills, and a grading system, with a definition of what it means to be at particular level for a given skill. [1]
In business and project management, a responsibility assignment matrix [1] (10RAM), also known as RACI mat ix [2] (/ ˈ r eɪ s i /; responsible, accountable, consulted, and informed) [3] [4] or linear responsibility chart [5] (LRC), is a model that describes the participation by various roles in completing tasks or deliverables [4] for a project or business process.
The gamification of customer service environments includes providing elements found in games like rewards and bonus points to customer service representatives as a method of feedback for a job well done. [46] Gamification tools can motivate agents by tapping into their desire for rewards, recognition, achievements, and competition. [47]
Schedules in project management consists of a list of a project's terminal elements with intended start and finish dates. Work Breakdown Structure (WBS) is a tool that defines a project and groups the project's discrete work elements in a way that helps organize and define the total work scope of the project. A Work breakdown structure element ...
Project Management Professional (PMP) is an internationally recognized professional designation offered by the Project Management Institute (PMI). [1] As of 31 July 2020, there are 1,036,368 active PMP-certified individuals and 314 chartered chapters across 214 countries and territories worldwide.
Key project management responsibilities include creating clear and attainable project objectives, building the project requirements, and managing the triple constraint (now including more constraints and calling it competing constraints) for projects, which is cost, time, quality and scope for the first three but about three additional ones in ...
The purpose of project management is to act as a change agent, delivering a change to the status quo of a project, and achieving this in a controlled and managed way. [14] In the initiation stage of project management, opportunity management may aid in the determination of the nature and scope of the project.