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Question 12 - Certified Contact Center discussion

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The company aims to track the impact of Salesforce Contact Center on revenue generation. Which KPI should be considered?

A.
Number of Closed Won Deals
Answers
A.
Number of Closed Won Deals
B.
Contact Center Conversion Rate
Answers
B.
Contact Center Conversion Rate
C.
Customer Retention Rate
Answers
C.
Customer Retention Rate
D.
Customer Lifetime Value (CLTV)
Answers
D.
Customer Lifetime Value (CLTV)
Suggested answer: B

Explanation:

To track the impact of the Salesforce Contact Center on revenue generation, the Contact Center Conversion Rate is an appropriate key performance indicator (KPI). This metric measures the percentage of contacts handled by the contact center that result in a sale or desired outcome, directly linking contact center activities to revenue generation. It provides insight into how effectively the contact center contributes to the company's bottom line by converting inquiries into transactions.

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asked 23/09/2024
Michel Flipse
41 questions
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