Contact center foundations

Learn about the history and evolution of the contact center. Discover the challenges of both contact center leaders and agents, the solutions that Pega Customer Service™ offers for these roles and how to use these features to drive a business conversation forward.

Anfänger

Englisch

Nach Abschluss dieses Moduls können Sie Folgendes:

Describe the challenges and needs of a contact center, from the perspective of people, process, and technology.

Explain best practices for engaging in a business conversation with contact center leaders.

Describe commonly encountered metrics and acronyms in the contact center.

In der folgenden Mission verfügbar:

Pega Customer Service Implementation v3

Themen

The Contact Center

10 Min.

Evolution of the contact center

10 Min.

A day in the life: Leaders

5 Min.

A day in the life: Agents

10 Min.

CSRs: Battle of the desktop

5 Min.

Inbound and outbound calls

10 Min.

Business applications

10 Min.

Channels and Pega Customer Service

10 Min.

People, process, and technology

5 Min.

Metrics overview

15 Min.

Contact center acronyms

5 Min.

Modulquiz

15 Min.