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.

初級

英語

このモジュールを完了したら、以下の目的を達成できるようになります。

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.

このモジュールは、下記のミッションにも含まれています。

Pega Customer Service Implementation v3

トピック

The Contact Center

10 分

Evolution of the contact center

10 分

A day in the life: Leaders

5 分

A day in the life: Agents

10 分

CSRs: Battle of the desktop

5 分

Inbound and outbound calls

10 分

Business applications

10 分

Channels and Pega Customer Service

10 分

People, process, and technology

5 分

Metrics overview

15 分

Contact center acronyms

5 分

モジュールクイズ

15 分