CRT-261 · Question #74
The cost of providing contact center support has steadily increased. Universal Containers wants to take cost-saving measures. What should the consultant recommend?
The correct answer is A. Configure a self-service Knowledge Base. To reduce the cost of providing contact center support, configuring a self-service Knowledge Base is advisable. This enables customers to find answers to their queries without needing to contact support agents directly, potentially reducing the volume of support inquiries and…
Question
The cost of providing contact center support has steadily increased. Universal Containers wants to take cost-saving measures. What should the consultant recommend?
Options
- AConfigure a self-service Knowledge Base.
- BConfigure Skills-Based Routing for service channels.
- CCreate auto-response templates for Case emails.
How the community answered
(49 responses)- A80% (39)
- B12% (6)
- C8% (4)
Explanation
To reduce the cost of providing contact center support, configuring a self-service Knowledge Base is advisable. This enables customers to find answers to their queries without needing to contact support agents directly, potentially reducing the volume of support inquiries and associated costs, while also improving customer satisfaction through quick self-resolution.
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