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Free 500-442: Administering Cisco Contact Center Enterprise Exam Questions and Answers
Last updated: April 1, 2025
Examtopics 500-442: Administering Cisco Contact Center Enterprise Prepaway Real Exam Questions and dumps free download
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831-500-442: Administering Cisco Contact Center Enterprise
#Question
A contact center is seeking to improve its service quality. What should be the focus of the improvement initiative?
A.
Agent productivity
B.
Technology upgrades
C.
Call handling speed
D.
Customer satisfaction
Correct Answer:
D
Focusing on customer satisfaction ensures that improvements made are aligned with customer needs and expectations.
#Question
An agent frequently receives questions about a specific product. What should management do to support the agent?
A.
Assign the questions to another agent
B.
Increase call volume
C.
Provide additional training
D.
Ignore the inquiries
Correct Answer:
C
Providing additional training ensures the agent has the knowledge needed to address customer inquiries effectively.
#Question
A customer has questions about their account status. What is the best way for an agent to provide assistance?
A.
Transfer them to billing
B.
Refer them to the website
C.
Give vague information
D.
Access the account details directly
Correct Answer:
D
Accessing the account details directly allows the agent to provide accurate and helpful information.
#Question
A supervisor notices that agents are becoming disengaged during training sessions. What should they implement to re-engage employees?
A.
Shorter training sessions
B.
Longer breaks
C.
More lectures
D.
Interactive activities
Correct Answer:
D
Implementing interactive activities can make training sessions more engaging and improve retention.
#Question
A contact center wants to gather data on customer preferences. What method would be effective for collecting this information?
A.
Conduct surveys
B.
Analyze call duration
C.
Increase call volume
D.
Monitor social media
Correct Answer:
A
Conducting surveys directly solicits feedback from customers on their preferences and experiences.
#Question
An agent finds that their scripts are outdated and ineffective. What action should they take?
A.
Make unauthorized changes
B.
Continue using existing scripts
C.
Ignore the issue
D.
Suggest updates to the team
Correct Answer:
D
Suggesting updates helps ensure that scripts are relevant and effective in assisting customers.
#Question
A customer reports that their call was dropped. What should the agent do first?
A.
Transfer to a supervisor
B.
Ignore the issue
C.
Apologize and investigate
D.
Change their account
Correct Answer:
C
Apologizing and investigating helps address the customer's concern promptly and accurately.
831-500-442: Administering Cisco Contact Center Enterprise
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