In this tutorial, we are going to cover the Module called “Contact Center Transformation“. In this lecture, you are going to Hire, coach, and empower service agents to succeed on any channel. Click here to solve the quiz Contact Center Transformation on the trailhead.
#1. Build a World-Class Omni-Channel Contact Center Workforce
Solve these tests and get 100 points
Qn2. Customers expect to connect with your company through channels which:
I)Only provide a self-service option
II)Are constantly expanding
III)Are primarily phone and email
IV)Remove the human element of service
[bg_collapse view=”button-green” color=”#4a4949″ expand_text=”Show Answers” collapse_text=”Hide Answers” ] Answer: II)Are constantly expanding [/bg_collapse]
Qn2. Emerging AI and machine learning are shifting the playing field for contact centers with:
I)Non digital interactions
II)Plans to remove agents from the call center floor
III)Customer-driven service with agents and self-service sites
IV)LMS systems
[bg_collapse view=”button-green” color=”#4a4949″ expand_text=”Show Answers” collapse_text=”Hide Answers” ] Answer: III)Customer-driven service with agents and self-service sites [/bg_collapse]
Qn3. With the Service Cloud advantage, agents can deliver a great customer experience:
I)On the channel that a customer chooses
II)From a special app
III)From multiple platforms
IV)Practically blindfolded
[bg_collapse view=”button-green” color=”#4a4949″ expand_text=”Show Answers” collapse_text=”Hide Answers” ] Answer: I)On the channel that a customer chooses [/bg_collapse]
Qn4. You can best transform your customer service organization by:
I)Listening to what customers want with regular surveys
II)Posting customer reviews
III)Sharing customer stories with the team
IV)Rewarding frequent customers with special offers
[bg_collapse view=”button-green” color=”#4a4949″ expand_text=”Show Answers” collapse_text=”Hide Answers” ] Answer: I)Listening to what customers want with regular surveys [/bg_collapse]
Check the Quiz to Earn 100 out of 100 Points
The second attempt earns 50 points. Three or more earn 25 points.
#2. Hire and Coach for Success
Solve these tests and get 100 points
Qn1. The most important thing to remember when hiring a stellar customer service agent is:
I)Take some time to make a hiring decision
II)Make hiring decisions fast, and inform applicants quickly
III)Keep applicants’ info to yourself
IV)Look for candidates you can poach from other call centers
[bg_collapse view=”button-green” color=”#4a4949″ expand_text=”Show Answers” collapse_text=”Hide Answers” ] Answer: II)Make hiring decisions fast, and inform applicants quickly [/bg_collapse]
Qn2. The key to motivating employees and boosting their morale is:
I)Hiring motivated candidates
II)Providing more PTO
III)Offering new opportunities for growth
IV)Creating competition within the team
[bg_collapse view=”button-green” color=”#4a4949″ expand_text=”Show Answers” collapse_text=”Hide Answers” ] Answer: III)Offering new opportunities for growth [/bg_collapse]
Qn3. Delivering constructive feedback to agents begins with:
I)Setting rules
II)Keeping to a performance schedule
III)Creating an open dialogue
IV)Adapting employee goals as necessary
[bg_collapse view=”button-green” color=”#4a4949″ expand_text=”Show Answers” collapse_text=”Hide Answers” ] Answer: III)Creating an open dialogue [/bg_collapse]
Check the Quiz to Earn 100 out of 100 Points
The second attempt earns 50 points. Three or more earn 25 points.
