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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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Sanjuana
1 days ago
I think measuring customer satisfaction is crucial for the success of the Contact Center program.
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