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Question 121 - Certified Contact Center discussion

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Your customer wants to measure the success of the implementation in terms of business impact. Which key performance indicators (KPIs) are most relevant?

A.
Number of cases resolved, average handle time, and agent productivity metrics.
Answers
A.
Number of cases resolved, average handle time, and agent productivity metrics.
B.
Customer satisfaction scores, net promoter score (NPS), and customer retention rates.
Answers
B.
Customer satisfaction scores, net promoter score (NPS), and customer retention rates.
C.
Cost savings achieved through operational efficiency and reduced call volume.
Answers
C.
Cost savings achieved through operational efficiency and reduced call volume.
D.
All of the above, providing a holistic view of Contact Center impact on business goals.
Answers
D.
All of the above, providing a holistic view of Contact Center impact on business goals.
Suggested answer: D

Explanation:

To measure the success of a Contact Center implementation in terms of business impact, a holistic approach that considers various KPIs is essential. These should include operational metrics like the number of cases resolved and average handle time, customer-centric metrics such as customer satisfaction scores and NPS, and financial metrics like cost savings from operational efficiencies. Thus, 'D. All of the above, providing a holistic view of Contact Center impact on business goals' covers the range of indicators necessary to fully evaluate the success and impact of the implementation.

Reference: Salesforce KPIs for Contact Centers

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asked 23/09/2024
Fernando Pereira dos Santos
39 questions
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