CRT-261 Exam Dumps | As part of a service improvement project, Cloud Kicks (CK) has implement Knowledge management for its

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Question 71/80

As part of a service improvement project, Cloud Kicks (CK) has implement Knowledge management for its support agents. Several months after the implementation, CK management notices an inconsistency in reported customer satisfaction, CPIS show a decrease; however, many customers have provided testimonials about great support experinces.
Which KPI should help explain the disparity?

A. Track not promoter scores as part of an automated survey after case closure for every cote.

B. Benchmark the average cases per agent versus the team average across each case channel

C. Measure difference in CSAT ol cases with and without articles attached.

D. Track the average calls per day, average cases per agent, and average cases per case type.

Correct Answer: D

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