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What does qualitative data mean? (2)
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Name 3 sources of qualitative data analysis. (3)
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Give 3 reasons why we do qualitative data analysis. (3)
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What does quantitative data analysis mean? (2)
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Give four examples of quantitative data. (4)
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List 2 KPI’s for inbound calls. (2)
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List 2 KPI’s for outbound calls. (2)
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Explain what is meant by metrics. (2)
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List 4 metrics that are typically used in a contact centre. (4)
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Explain the following terms: (3)
Mean
Median
Mode
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