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Free Salesforce-Contact-Center Exam Braindumps (page: 15)

Page 14 of 52
PDF with 207 Questions

The company desires to enhance first-contact resolution rate.
Which KPI should be closely monitored?

  1. Number of Escalated Cases
  2. Agent Average AHT
  3. First Contact Resolution (FCR) Rate
  4. Customer Effort Score (CES)

Answer(s): C

Explanation:

To enhance the first-contact resolution rate, the most direct and relevant KPI to monitor is the First Contact Resolution (FCR) Rate itself. FCR measures the percentage of customer inquiries that are resolved during the first interaction with the customer, without the need for follow-up or escalation. Monitoring this KPI closely helps to assess the effectiveness of the contact center in resolving issues promptly and efficiently, making "C. First Contact Resolution (FCR) Rate" the correct answer.


Reference:

Salesforce Documentation on Service Cloud Metrics



The company wants to track agent performance and identify areas for improvement.
Which KPI is most effective?

  1. Customer Satisfaction (CSAT) Score
  2. Average Contact Handle Time (AHT)
  3. Case Resolution Rate
  4. Number of Resolved Cases

Answer(s): A

Explanation:

To track agent performance and identify areas for improvement effectively, monitoring the Customer Satisfaction (CSAT) Score is highly effective. CSAT measures how satisfied customers are with the service they received, providing direct feedback on agent performance and the overall customer service experience. This KPI is critical for understanding the quality of interactions handled by agents and identifying specific areas where agents might need additional training or resources. Hence, "A. Customer Satisfaction (CSAT) Score" is the most appropriate KPI for this purpose.


Reference:

Salesforce Blog on Customer Satisfaction



The company prioritizes measuring customer effort during interactions.
Which KPI is best suited for this purpose?

  1. Net Promoter Score (NPS)
  2. Customer Lifetime Value (CLTV)
  3. Customer Effort Score (CES)
  4. First Contact Resolution (FCR) Rate

Answer(s): C

Explanation:

The Customer Effort Score (CES) is the best-suited KPI for measuring the amount of effort a customer has to expend to get their issues resolved. CES is specifically designed to gauge the ease of service interaction, directly reflecting how easy or difficult it is for customers to achieve their goals. Monitoring CES helps in understanding the operational effectiveness in minimizing customer struggle, thus making "C. Customer Effort Score (CES)" the ideal choice for measuring customer effort during interactions.


Reference:

Salesforce Blog on Customer Effort Score



The company wants to assess brand loyalty and potential for referrals.
Which KPI is most relevant?

  1. Customer Satisfaction (CSAT) Score
  2. Net Promoter Score (NPS)
  3. Average Contact Handle Time (AHT)
  4. Case Resolution Rate

Answer(s): B

Explanation:

The Net Promoter Score (NPS) is a critical KPI for assessing brand loyalty and the likelihood of customers to refer others to a business. NPS measures how likely customers are to recommend a company's product or service to others, serving as a strong indicator of customer loyalty and overall satisfaction with the company. Thus, "B. Net Promoter Score (NPS)" is the most relevant KPI for assessing brand loyalty and potential for referrals.


Reference:

Salesforce Blog on Net Promoter Score






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