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NEW QUESTION 32
Universal Containers analyzes key performance indicators (KPIs) and discovers that customer satisfaction is decreasing. The company attributes the decrease in customer satisfaction to a low first-call resolution rate. What can be done to improve the first call resolution rate? Choose 2 answers.
Answer: A,D
NEW QUESTION 33
Which solution can be used to improve call deflection?
Answer: E
NEW QUESTION 34
Universal Containers wants to provide its five million customers a solution where customers can submit
inquiries, monitor the status of those inquiries, and view their contact information.
Which type of Community license should be used to meet these requirements?
Answer: D
NEW QUESTION 35
Universal containers would like for articles to be suggested to agents based on information they are typing into the case. What solution should a consultant recommend?
Answer: B
NEW QUESTION 36
An Inside Sales Contact Center Manager would like to assess the ROI of the Contact Center. Which three metrics should the Manager use to assess the ROI? Choose 3 answers
Answer: B,C,D
NEW QUESTION 37
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