Universal Container analyzes key performance indicators (KPIs) and - ProProfs Discuss
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Universal Container analyzes key performance indicators (KPIs) and discovers that customer satisfaction is decreasing. the company attributes the decrease in customer satisfaction to a low first-call resolution rate. What can be done to improve the first call resolution rate?(Choose 2)



A. Reduce the cost per call
B. Train support agents
C. Align agent performance goals with KPIs
D. Hire additional support agents

This question is part of Service Cloud study guide
Asked by Dwag, Last updated: Jan 12, 2020

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1 Answer

John Smith

John Smith

Answered Jun 19, 2017

Train support agents
Align agent performance goals with KPIs
 

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