Service Cloud Certification Study Guide | 85 Questions with 100% Correct Answers | Verified

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Which factors influence KPIs, and business challenges for call centers? Hint: C-C-R - ✔✔ a) Customer Satisfaction b) Cost of Service c) Revenue For which KPI area is FCR (First Call Resolutio... n) a driver? - ✔✔Customer Satisfaction For which KPI area is AHT (Average Handle Time) a driver? - ✔✔Cost of Service For which KPI area is Retention a driver? - ✔✔Revenue What are common call deflection techniques? - ✔✔a) Email [Show More]

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