In order to assess customer service agent performance, which of the following reports should you look at?

An example of a customer using self-service is when they:

live chat with an employee Search for their inquiry and finds an article Search for their inquiry and ends up calling the company emails with an employee The correct answer is: Search for their inquiry and finds an article.

What information can a user see in their customer portal?

How long a rep has to respond to the ticket before an SLA breach Ticket replies from customer service agents How many other customers have filed a similar ticket All of the above The correct answer is: Ticket replies from customer service agents.

Fill in the blank: Reach out to your ______ to ask them to complete advocacy actions.

promoters detractors passives marketing team The correct answer is: promoters.