QUESTION: 201 Exam Topic: 2 Pool B

Universal Containers is implementing a CTI solution for its inbound service and support contact center. Currently, the company handles only existing customers with support issues. The contact center manager has been tasked with improving sales for the premier support offering. What key metrics can be expected to improve following the CTI implementation? (Choose 2)

Average days to close
Average handle time
Firstcall resolution
Abandon rate

Answer(s): C,D

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QUESTION: 202 Exam Topic: 2 Pool B

What is a benefit of a quality monitoring system? (Choose 2)

Lower the average speed of answer (ASA)
Teach new agents how to handle difficult situations
Enforce a consistent standard of service for customer interaction
Capture inappropriate word usage and generate reports

Answer(s): C,D

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QUESTION: 203 Exam Topic: 2 Pool B

Universal Telco sells and supports a line of smart phones. The company offers support via phone, email-to-case, web-to-case, and a customer portal. The call center manager is incented to drive support through customer self-service. Which report should be included on the manager's dashboard? (Choose 3)

Number of Portal Logins per Day
Knowledge Article Usage
Average Call Handle Time
Cases by Support Channels
Escalated Calls

Answer(s): A,B,D

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QUESTION: 204 Exam Topic: 2 Pool B

Universal Containers is implementing acall center using CTI (Computer-telephony integration).

Which three items, at a minimum, must be implemented and deployed to ensure success?
(Choose 3)

Configure call center definition
Deploy Call Center Directory
Install CTI adapterusing open CTI
Configure IVR auto response
Assign users to a call center

Answer(s): A,C,E

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Free ADM-261 Exam Braindumps (page: 51)

QUESTION: 201 Exam Topic: 2 Pool B

QUESTION: 202 Exam Topic: 2 Pool B

QUESTION: 203 Exam Topic: 2 Pool B

QUESTION: 204 Exam Topic: 2 Pool B