CRT-261 · Question #58
What is a common deflection technique to reduce the number of interactions for a contact center?
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…
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.
How the community answered
(37 responses)- A8% (3)
- B73% (27)
- C19% (7)
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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