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Question 45 - Certified Contact Center discussion

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The CEO prioritizes customer satisfaction as a key KPI. How would you measure this metric within the Contact Center program?

A.
Track average call handle time and first-contact resolution rate.
Answers
A.
Track average call handle time and first-contact resolution rate.
B.
Implement customer satisfaction surveys after interactions and analyze sentiment analysis.
Answers
B.
Implement customer satisfaction surveys after interactions and analyze sentiment analysis.
C.
Monitor agent performance against resolution time and escalation benchmarks.
Answers
C.
Monitor agent performance against resolution time and escalation benchmarks.
D.
All of the above, combined for a comprehensive view of customer satisfaction.
Answers
D.
All of the above, combined for a comprehensive view of customer satisfaction.
Suggested answer: D

Explanation:

Measuring customer satisfaction as a key performance indicator effectively requires a combination of metrics. Tracking average call handle time and first-contact resolution rate, implementing customer satisfaction surveys, and monitoring agent performance against resolution time and escalation benchmarks together provide a comprehensive view of customer satisfaction. Each of these metrics contributes to understanding different aspects of service quality and customer experience, thereby helping the CEO to gauge overall performance accurately and make informed decisions to improve service levels.

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asked 23/09/2024
Wallace Davison
35 questions
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