Universal containers are developing a business continuity plan for their contact center. What should the company consider? Choose 2answers
Universal Container's agent's need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros.
What two solutions can a consultant suggest to meet the agent's requirements?
Choose 2 answers
The manager of a large credit card contact center needs to understand how many customers call daily to check
their balance without speaking with an agent. Which system would be used to generate the report?
Universal Container wants to measure the efficient of its Contact Center.
Which three metrics should the contact center manager analyze?
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
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