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Question 35 - Certified Service Cloud Consultant discussion
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers
A.
Number of calls offered
B.
Agent utilization
C.
Quality monitoring score
D.
Schedule adherence
Your answer:
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