Salesforce
AP-226 · Question #20
AP-226 Question #20: Real Exam Question with Answer & Explanation
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Question
The CEO prioritizes customer satisfaction as a key KPI. How would you measure this metric within the Contact Center program?
Options
- ATrack average call handle time and first-contact resolution rate.
- BImplement customer satisfaction surveys after interactions and analyze sentiment analysis.
- CMonitor agent performance against resolution time and escalation benchmarks.
- DAll of the above, combined for a comprehensive view of customer satisfaction.
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