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Question 194 - Certified Contact Center discussion

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The most suitable set of solutions for the client's requirements, considering both Facebook messaging and selective case creation for post responses, is Digital Engagement and Social Studio.

A consultant has been asked to help Ursa Major Solar improve its customer support operations through the implementation of Contact Center. The company's main strategy is to enhance customer satisfaction and loyalty while streamlining costs.

Which set of key performance indicators (KPIs) should the consultant prioritize to measure the success of the Contact Center implementation?

A.
A Average response time, cost per call deflection rate, and employee training time
Answers
A.
A Average response time, cost per call deflection rate, and employee training time
B.
Revenue growth, number of repeat customers, net promoter score, and employment
Answers
B.
Revenue growth, number of repeat customers, net promoter score, and employment
C.
Average handling time, number of calls answered, customer satisfaction sure and employer training time
Answers
C.
Average handling time, number of calls answered, customer satisfaction sure and employer training time
Suggested answer: C

Explanation:

For Ursa Major Solar, the KPIs to prioritize to measure the success of the Contact Center implementation, given their goals to enhance customer satisfaction and streamline costs, should be average handling time, number of calls answered, customer satisfaction score, and employee training time. These KPIs directly align with improving service efficiency and quality. Average handling time and number of calls answered focus on operational efficiency, customer satisfaction score measures the impact on customer loyalty and satisfaction, and employee training time helps in assessing the effectiveness and speed of preparing new agents, which impacts both costs and service quality.

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asked 23/09/2024
Aamer Shahzad
32 questions
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