Technology and Digital Customer Service Tools Flashcards

What does 'Average Handle Time' (AHT) measure in a call center?

Answer: The average total time spent on a customer interaction including talk, hold, and wrap-up

AHT encompasses talk time, hold time, and after-call work, giving a complete picture of how long each interaction takes.

Which of the following is an example of self-service technology in customer service?

Answer: An FAQ knowledge base or chatbot that customers can use independently

Self-service tools like FAQ pages and chatbots allow customers to resolve common issues without agent assistance, reducing workload and increasing availability.

Why should a CSR avoid sharing customer data outside of authorized systems?

Answer: It violates data privacy regulations and customer trust

Sharing customer data outside authorized channels violates privacy regulations such as GLBA or state data laws and erodes customer trust.

A customer rates their digital chat experience as 2 out of 5 stars. Which action should a CSR take?

Answer: Review the interaction, identify what went wrong, and apply improvement strategies

Low satisfaction scores are valuable feedback; reviewing the interaction helps identify specific improvement areas and prevents repeat issues.

What is the role of a 'knowledge base' in customer service technology?

Answer: A searchable repository of articles and procedures that helps agents and customers find answers quickly

A knowledge base gives agents and customers quick access to accurate information, reducing resolution time and improving consistency.

When a customer service team transitions to a new CRM platform, what is the most important step for agents?

Answer: Completing thorough training on the new platform before going live with customers

Proper training before going live ensures agents can use the new system confidently and accurately, minimizing errors and service disruptions.