Module: Contact Center Transformation -Trailhead Salesforce

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.

Related Articles:

Pramod Kumar Yadav is from Janakpur Dham, Nepal. He was born on December 23, 1994, and has one elder brother and two elder sisters. He completed his education at various schools and colleges in Nepal and completed a degree in Computer Science Engineering from MITS in Andhra Pradesh, India. Pramod has worked as the owner of RC Educational Foundation Pvt Ltd, a teacher, and an Educational Consultant, and is currently working as an Engineer and Digital Marketer.




Best PYthon Course

Get More trending Courses

Leave a Comment