Answer:
B. Cross-train agents on both product lines
D. Implement a customer self-service portal
Explanation:
Cross-training is a way of teaching employees different aspects of the job so that they can have a measure of flexibility in the discharge of duties. Managers find this approach to be effective as they believe it saves cost and maximizes the usefulness of employees. It also helps to serve and satisfy a wider range of customers.
So for Universal Containers seeking to optimize cost without compromising customer satisfaction while managing two customer service contact centers, an effective way of dealing with the large call volumes is cross-training agents on both product lines so that they can attend to a wider range of customers. Cross-training agents on both product lines would make them more knowledgeable of the services being offered and this would minimize the need to transfer calls as all agents can provide information on the various products.
Implementing a customer self-service portal would also reduce the workload on the customer service agents as customers can access the information they need on their own.
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1. Sometimes referred to as a run around, word wrap is a feature in text editors and word processors that moves to the next line when reaching the end without requiring you to press Enter. For example, in the picture below you can see as each section is shrunk the sentence is wrapped, so it does not extend past the border. You can see a live example of how text wraps by resizing the browser window on this page.
2. word proc·ess·ing
the production, storage, and manipulation of text on a computer or word processor.
<span>Financial transactions were one of the first purposes of computers. This is where "ticker tapes" came from; early computers were used to keep track of how stocks were performing. Computers in early days used large mainframe systems and punch cards to keep track of this type of data.</span>
