Customer Service and Database Management Quiz
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Questions and Answers

What are the main components of Operational CRM for Customer Service Automation?

Call Centers, Web Customer Service, CX (customer experience), UX Design (user experience design)

How can the efficiency of CX initiatives in a Customer Care Center be measured?

By how long customers spend on the phone and how many people are contacted.

What are the main components of Call Center Automation?

Computer Telephony Integration (CTI), Call Scripting, AI real-time call coaching, Chatbots, Automated Call Distribution (ACD)

What are the benefits of Geographic Precision Call Distribution in Call Centers?

<p>Skills based routing and self-routing.</p> Signup and view all the answers

How can Call Centers be utilized as a Strategic Asset?

<p>By shifting from being a cost center and focusing on strategic use in sales and marketing.</p> Signup and view all the answers

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