) Universal Containers Call Center Agents have limited visibility to customer support levels, resulting in inconsistent response times and lengthened resolution times. Which two recommendations should a Consultant recommend to improve the agent experience and reduce response and resolution times?

Explanation:

The two recommendations to be recommended by the consultant to improve the agent experience are:

1. The Agent should Set up a Salesforce Customer Community that will allow customers to create cases online.

2. The Agent should Create reports to analyze call data in order to understand peak times and ensure adequate staffing.

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1190

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