PACE PACE Technology & Omnichannel Solutions 1 — Questions and Answers
Question 1: What is the key difference between a multichannel and an omnichannel contact center strategy?
- Multichannel uses more channels than omnichannel
- Omnichannel integrates all channels to provide a seamless, consistent customer experience across touchpoints (Correct answer)
- Omnichannel is limited to digital channels only
- Multichannel requires AI while omnichannel does not
Correct answer: Omnichannel integrates all channels to provide a seamless, consistent customer experience across touchpoints
Omnichannel connects channels so context and history travel with the customer, whereas multichannel manages each channel independently.
Question 2: What is an Automatic Call Distributor (ACD) used for in a contact center?
- Generating outbound dialing lists
- Automatically routing incoming calls to the most appropriate available agent or queue (Correct answer)
- Recording all agent calls for compliance
- Sending automated follow-up emails after calls
Correct answer: Automatically routing incoming calls to the most appropriate available agent or queue
ACDs intelligently distribute inbound calls based on routing rules such as skill-based routing, queue priority, or agent availability.
Question 3: Which technology allows customers to navigate menus and resolve issues without speaking to a live agent?
- Predictive dialer
- Interactive Voice Response (IVR) (Correct answer)
- Screen pop
- Call whisper
Correct answer: Interactive Voice Response (IVR)
IVR systems use pre-recorded prompts and touch-tone or voice input to route callers and handle simple self-service tasks.
Question 4: What is a 'screen pop' in contact center technology?
- A pop-up ad displayed on the customer's browser during a web chat
- An automatic display of relevant customer data on an agent's screen when a call connects (Correct answer)
- A visual alert sent to supervisors during escalations
- A training module that appears for new agents
Correct answer: An automatic display of relevant customer data on an agent's screen when a call connects
Screen pops use caller ID or IVR input to pull customer data from the CRM and display it to the agent before or at the start of the interaction.
Question 5: What is the primary purpose of a predictive dialer in an outbound contact center?
- Recording outbound calls for QA
- Automatically dialing multiple numbers simultaneously and connecting answered calls to available agents (Correct answer)
- Sending pre-recorded voicemail messages to all numbers
- Filtering out numbers on the Do Not Call registry
Correct answer: Automatically dialing multiple numbers simultaneously and connecting answered calls to available agents
Predictive dialers increase agent talk time by dialing ahead of agent availability and filtering out busy signals, no-answers, and voicemails.
Question 6: Which regulation governs outbound telemarketing calls in the United States and requires use of a Do Not Call (DNC) registry?
- CAN-SPAM Act
- Telephone Consumer Protection Act (TCPA) and FTC Telemarketing Sales Rule (TSR) (Correct answer)
- GDPR
- HIPAA
Correct answer: Telephone Consumer Protection Act (TCPA) and FTC Telemarketing Sales Rule (TSR)
The TCPA and TSR together establish rules for outbound calling, including DNC compliance, calling hours, and consent requirements for automated dialers.
PACE PACE Technology & Omnichannel Solutions 1
What is the key difference between a multichannel and an omnichannel contact center strategy?