Câu 50: TK0-201: CompTIA CTT+ Essentials

During an extensive needs analysis, the training group discovers that the organization's call center team is failing to mention add-on products and there are a large number of customer calls which are either abandoned or escalate to call center managers. The marketing area is adamant that call center agents refer to the add- on products in order to increase sales. In designing a training solution, the FIRST step should be to:

1. A. Review or revisit call center standards. — đáp án hiện tại
2. B. Create a special session just for the managers.
3. C. Provide a cheat sheet for the add-on products.
4. D. Monitor the agents for a week to truly understand their world.