CRT-261 Question #58: Real Exam Question with Answer & Explanation

The correct answer is B. Recommend articles prior to a Chat session.. A common deflection technique to reduce contact center interactions is to recommend Knowledge articles to customers before they initiate a Chat session. This proactive approach can resolve customer queries without the need for direct agent interaction, improving efficiency and cu

Question

What is a common deflection technique to reduce the number of interactions for a contact center?

Options

ASuggest articles for an Email-to-Case question.
BRecommend articles prior to a Chat session.
CRecommend articles during a call from a support agent.

Explanation

A common deflection technique to reduce contact center interactions is to recommend Knowledge articles to customers before they initiate a Chat session. This proactive approach can resolve customer queries without the need for direct agent interaction, improving efficiency and customer satisfaction by providing immediate solutions.

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