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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,B
NEW QUESTION 33
A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases such as password resets and order inquiries. In order to reduce the number of cases created, CK wants to provide customer self-service in the following channels: web, SMS, Facebook Messenger, and WhatsApp.
What is the recommended case deflection solution?
Answer: D
NEW QUESTION 34
Universal Containers wants to provide its customers with more support options.
Which three should a Consultant recommend?
Choose 3 answers
Answer: A,B,C
NEW QUESTION 35
......
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