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Salesforce Exam Salesforce Contact Center Topic 4 Question 26 Discussion

Actual exam question for Salesforce's Salesforce Contact Center exam
Question #: 26
Topic #: 4
[All Salesforce Contact Center Questions]

The CEO prioritizes customer satisfaction as a key KPI. How would you measure this metric within the Contact Center program?

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Suggested Answer: C

To reduce the cost per case in the contact center, the consultant should focus on improving the Average Handle Time (AHT). AHT measures the average duration of contact with a customer, including talk time, hold time, and the time spent on related tasks after the call. By reducing AHT, an organization can handle more cases without additional resources, effectively decreasing the cost per case. Reducing AHT can be achieved through better training, more efficient tools, and workflow optimization, directly impacting the cost efficiency of the contact center operations. Reference: https://help.salesforce.com/


by Ammie at Jan 13, 2025, 11:03 AM

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Caitlin
9 days ago
I'd go with D, but I hope the CEO doesn't micromanage the data. 'Measure everything that moves' isn't always the best approach, you know?
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Kizzy
11 days ago
Quentin
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Melynda
12 days ago
I think tracking average call handle time and first-contact resolution rate is also important to ensure efficiency in addressing customer issues.
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Cheryl
13 days ago
I agree. I believe implementing customer satisfaction surveys and analyzing sentiment analysis would provide valuable insights.
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Sanjuana
15 days ago
I think measuring customer satisfaction is crucial for the success of the Contact Center program.
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