Question 11
An outsourced contact center is losing part-time agents to a nearby contact center that promotes flexible
scheduling. Which method can be used to improve agent retention? Choose 2 answers:
scheduling. Which method can be used to improve agent retention? Choose 2 answers:
Question 12
Universal Container's customers like speaking to a live support agent on complex product issues. This causes a heavy amount of phone calls and customers complain about the hold time.
What functionality should the consultant recommend implementing to resolve this issue?
What functionality should the consultant recommend implementing to resolve this issue?
Question 13
Universal Containers wants to provide its resellers a secure portal where they can manage their customer accounts, submit and track the status of their cases, and view reports and dashboards.
Which solution should a consultant recommend?
Which solution should a consultant recommend?
Question 14
Universal Containers istraining a new set of Service Reps. Part of the training includes handling Live Agent chats from customers. However, it is important that contact center managers monitor the chat sessions to ensure the Service Reps' responses are professional and accurateand to be able to assist when needed.
What Lightning Console feature should a Consultant configure to support this need?
What Lightning Console feature should a Consultant configure to support this need?
Question 15
Universal Containers has defined a set of steps that each Case must go through, from submission to closure. In addition, each step must be completed within a specific amount of time.
What approach should a consultant recommend to meet these requirements?
What approach should a consultant recommend to meet these requirements?
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