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Confirmation bias (also confirmatory bias, myside bias, [ a] or congeniality bias[ 2]) is the tendency to search for, interpret, favor, and recall information in a way that confirms or supports one's prior beliefs or values. [ 3] People display this bias when they select information that supports their views, ignoring contrary information, or ...
Socratic questioning is an explicit focus on framing self-directed, disciplined questions to achieve that goal. The technique of questioning or leading discussion is spontaneous, exploratory, and issue-specific. [ 8] The Socratic educator listens to the viewpoints of the student and considers the alternative points of view. [ 8]
A public-safety answering point ( PSAP ), sometimes called a public-safety access point, is a type of call center where the public's telephone calls for first responders (such as police, fire department, or emergency medical services / ambulance) are received and handled. It takes calls from any landline, mobile phone line, or VoIP (Voice over ...
Outsourcing. Outsourcing is a business practice in which companies use external providers to carry out business processes that would otherwise be handled internally, [ 1][ 2] or in-house. [ 3] Outsourcing sometimes involves transferring employees and assets from one firm to another. The term outsourcing, which came from the phrase outside ...
Voice phishing, or vishing, [ 1] is the use of telephony (often Voice over IP telephony) to conduct phishing attacks. Landline telephone services have traditionally been trustworthy; terminated in physical locations known to the telephone company, and associated with a bill-payer. Now however, vishing fraudsters often use modern Voice over IP ...
Response bias is a general term for a wide range of tendencies for participants to respond inaccurately or falsely to questions. These biases are prevalent in research involving participant self-report, such as structured interviews or surveys. [ 1] Response biases can have a large impact on the validity of questionnaires or surveys. [ 1][ 2]
A call centre ( Commonwealth spelling) or call center ( American spelling; see spelling differences) is a managed capability that can be centralised or remote that is used for receiving or transmitting a large volume of enquiries by telephone. An inbound call centre is operated by a company to administer incoming product or service support or ...
They may work in an office with a call center or in retail. [ 1][ 2] Customer service representatives answer questions or requests from customers or the public. They typically provide services by phone, but some also interact with customers face to face, by email or text, via live chat, and through social media. [ 3]