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You encounter unexpected data inconsistencies during migration. Which approach helps maintain data integrity?
The customer requires secure access control for sensitive customer data. Which functionality is most important?
Your scenario involves migrating to a new chat platform integrated with Salesforce. Which deployment process best facilitates transition with minimal downtime?
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The best practice that the consultant should observe when configuring case escalation rules is: Create a catch-all Rule Entry at the end of the sort order so that if no other entry is met, a case still gets evaluated. Which routing type does a consultant need to use to facilitate a transfer of an Enhanced B conversation to a Queue?
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Your design includes Omni-Channel routing. Which component is essential for distributing cases efficiently?
Your scenario involves customer satisfaction surveys triggered after case closure. Which platform facilitates this?

Question 14 - Certified Contact Center discussion

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The company prioritizes identifying trends and patterns in customer behavior. Which KPI is most valuable for this analysis?

A.
Contact Reason Categorization
Answers
A.
Contact Reason Categorization
B.
Peak Volume Hours
Answers
B.
Peak Volume Hours
C.
Customer Journey Mapping
Answers
C.
Customer Journey Mapping
D.
Case Resolution Trends
Answers
D.
Case Resolution Trends
Suggested answer: C

Explanation:

Customer Journey Mapping is the most valuable KPI for identifying trends and patterns in customer behavior. This approach involves tracking the different stages a customer goes through in interacting with the organization, from initial contact through various touchpoints to resolution or purchase. Mapping the customer journey provides comprehensive insights into customer preferences, behaviors, and pain points, which helps in understanding how to enhance the customer experience effectively.

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asked 23/09/2024
Enayat Meer
34 questions
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