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Question 111 - Certified Service Cloud Consultant discussion
The Universal Containers contact center offers support through phone, email, public website, and a Community. The contact center manger wants to demonstrate the success of recent self-service initiatives to executive management.
Which two reports should the contact center manager present to executive management?
Choose 2 answers
A.
Average call handle time by team.
B.
Number of cases created - - Site by month
C.
Number of IVR inquiries without agent involvement.
D.
Number of cases closed by a self-service user
Your answer:
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