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Question 142 - Certified Contact Center discussion

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Your scenario involves transitioning to a new self-service portal for customers. Which cut-over requirement helps ensure successful user adoption and engagement?

A.
Implementing robust search functionalities and user-friendly navigation within the new self-service portal.
Answers
A.
Implementing robust search functionalities and user-friendly navigation within the new self-service portal.
B.
Conducting user testing and gathering feedback on the portal's usability and accessibility.
Answers
B.
Conducting user testing and gathering feedback on the portal's usability and accessibility.
C.
Launching awareness campaigns and providing clear guidance on how to use the new self-service portal.
Answers
C.
Launching awareness campaigns and providing clear guidance on how to use the new self-service portal.
D.
All of the above, contributing to a positive user experience and encouraging customer adoption of the new portal.
Answers
D.
All of the above, contributing to a positive user experience and encouraging customer adoption of the new portal.
Suggested answer: D

Explanation:

Ensuring successful user adoption and engagement with a new self-service portal involves a comprehensive strategy: A. Implementing robust search functionalities and user-friendly navigation makes the portal easy to use and helps customers find the information they need quickly. B. Conducting user testing and gathering feedback allows for refining the portal based on real user experiences and preferences. C. Launching awareness campaigns and providing clear guidance ensures that customers are aware of the new portal and understand how to use it effectively. Combining these elements fosters a positive user experience, which is crucial for encouraging adoption and engagement.

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asked 23/09/2024
Colin Mabe
41 questions
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