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UC has two customer service contact centers and each focuses on a specific product line.

UC has two customer service contact centers and each focuses on a specific product line. Eachcontact center has a varying call volume, contributing to a high operational cost for the company. UC wants to optimize the cost without compromising customer satisfaction. What can a consultant recommend to accomplish these objectives? Choose 2 answers.

A.

Implement a customer self-service portal

B.

Enable agents to transfer calls toother agents

C.

Cross-train agents on both product lines

D.

Prioritize customer calls based on their SLA

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