CRT-261 · Question #16
A service manager at Cloud Kicks has received complaints from customers who speak languages other than English that their cases are taking a long time to be resolved. After investigation, the…
The correct answer is C. Review Skills Backlog. Reviewing the Skills Backlog allows the service manager to identify any mismatches or delays in assigning cases to agents with the appropriate language skills. Addressing issues in the skills assignment process can help reduce resolution times for non-English speaking customers…
Question
A service manager at Cloud Kicks has received complaints from customers who speak languages other than English that their cases are taking a long time to be resolved. After investigation, the consultant has determined that these work items fail to be assigned to the correct agents. What should the consultant recommend that the service manager do first?
Options
- AReview Assigned Work.
- BReview Queues Backlog.
- CReview Skills Backlog.
How the community answered
(56 responses)- A7% (4)
- B20% (11)
- C73% (41)
Explanation
Reviewing the Skills Backlog allows the service manager to identify any mismatches or delays in assigning cases to agents with the appropriate language skills. Addressing issues in the skills assignment process can help reduce resolution times for non-English speaking customers by ensuring cases are directed to the right agents.
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