What can a consultant recommend to accomplish these objectives?

UC has two customer service contact centers and each focuses on a specific product line. Each contact 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 to other agents
C . Cross-train agents on both product lines
D . Prioritize customer calls based on their SLA

Answer: A,C