The customer needs real-time sentiment analysis during calls. Which third-party integration could be beneficial?
To ensure a successful digital transformation with a multi-channel strategy,
engaging the right stakeholders during the discovery phase is crucial.
Here's the breakdown of the options and why the most suitable choice is:
Option 3: VP of Customer Experience; VP of Service; IT Leadership.
Which set of key performance indicators (KPIs) should the consultant ..to measure the success of contact center implementation?
The best set of functionalities for the client's needs is a combination of
Messaging for Web and Embedded Service, with possible consideration of
Einstein Bots depending on specific requirements.
The most standard metric a consultant should focus on improving to reduce cost per case in the contact center is Average Handle Time (AHT).
Ursa Major Solar is advised by a consultant to utilize Continuous
Integration (Cl) during its Contact Center implementation project. However, some of the stakeholders are not familiar with it and are questioning the benefits it yields.
What should the consultant outline as the advantage of a Cl process to the
customer?
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