Podcast
Questions and Answers
Why is it important to respond to consumers within 2 days?
Why is it important to respond to consumers within 2 days?
- To maintain service level and good consumer satisfaction (correct)
- To increase the number of errors in the case
- To delay the resolution process
- To avoid having to interact with other specialists
Why is it preferred for the same specialist to reply to consumers?
Why is it preferred for the same specialist to reply to consumers?
- To complicate the case handling process
- To shift responsibility to other specialists
- To prevent errors and ensure familiarity with the case (correct)
- To speed up the resolution process
What is the purpose of separating follow-up queues by region?
What is the purpose of separating follow-up queues by region?
- To assign cases randomly
- To decrease consumer satisfaction
- To manage follow-ups efficiently by region (correct)
- To confuse the agents
What happens when you click on a category in the queue?
What happens when you click on a category in the queue?
Why is it important for agents to get familiar with a case before looking into new information?
Why is it important for agents to get familiar with a case before looking into new information?
What appears as a widget on the Emplifi homepage for actions that are past due or due today?
What appears as a widget on the Emplifi homepage for actions that are past due or due today?
Where can you access all the actions you are assigned besides the Emplifi homepage?
Where can you access all the actions you are assigned besides the Emplifi homepage?
What action should you take to mark each Pending Action as complete within a case?
What action should you take to mark each Pending Action as complete within a case?
What field should be updated within the Issue Element when adding evidence of Photoproof?
What field should be updated within the Issue Element when adding evidence of Photoproof?
What should you do if a consumer clearly refuses to complete a survey according to the text?
What should you do if a consumer clearly refuses to complete a survey according to the text?
