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.

Principiante

Inglés

Después de completar este módulo, podrá hacer lo siguiente:

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.

Disponible en la siguiente misión:

Pega Customer Service Implementation v5

Temas

The Contact Center

10 minutos

Evolution of the contact center

10 minutos

A day in the life: Leaders

5 minutos

A day in the life: Agents

10 minutos

CSRs: Battle of the desktop

5 minutos

Inbound and outbound calls

10 minutos

Business applications

10 minutos

Channels and Pega Customer Service

10 minutos

People, process, and technology

5 minutos

Metrics overview

15 minutos

Contact center acronyms

5 minutos

Cuestionario del módulo

15 minutos