Question

1. Increases first call resolution rate - The Interaction Driver can increase first call resolution rate by suggesting similar processes to a customer that an agent might not remember to ask about.

2. Reduces average handle time for CSRs. By having the Interaction Driver suggest associated processes it can reduce average handle time since a CSR does not need to remember them.

Answer 1

The Interaction Driver in Computers and Technology can improve customer service metrics like first call resolution rate and average handle time for CSRs.

Step-by-step explanation:

The subject of this question is Computers and Technology. The question is describing how the Interaction Driver can help improve customer service metrics, such as first call resolution rate and average handle time for customer service representatives (CSRs).

To increase the first call resolution rate, the Interaction Driver suggests similar processes to the customer that an agent might forget to ask about. This helps ensure that all necessary information is gathered during the initial call, minimizing the need for follow-up calls or transfers to different agents.

In terms of reducing average handle time for CSRs, the Interaction Driver suggests associated processes that the CSRs don't need to remember. This saves time by providing them with quick and accurate recommendations, allowing them to resolve customer inquiries efficiently and effectively.