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PEGACCA - PRPC Certified CPM Architect
Which of the following would be important to know if you were evaluating the impact of potential process improvements on your company s business objectives? (Choose One)
The volume of interactions per period and the mix of interactions by reason
The amount of time spent on each step of a service process (user time or wait time)
First call resolution rates and the reasons that trigger multiple calls
All of the above
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