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Optimizing the customer value in the contact center

This course is for business users who are responsible for designing customer engagements using Pega Customer Decision Hub™.

Some customers are more receptive to promotional messages than others. How can you ensure that the right product or service is promoted to the right customer at the right-time? Learn how the always-on, Pega Customer Decision Hub™ guides a contact center representative in every step during a customer interaction, to promote the right product or service to the right customer at the right time..

What you'll learn

By the end of this course, you will be able to successfully:

  • Identify the strategy that drives the sales offers in the Customer Service
  • Add a new offer to be presented in the Customer Service

Course Outline

  1. Optimizing the customer value in the contact center

    • Before you begin
    • Show me how Next-Best-Action is used in a contact center
    • Show me how to use Next-Best-Action designer
    • Let me replace an offer in the contact center
    • Before you leave

Choose Your Format

Need help choosing the best format? Learn More.

  • Skill Level

    Beginner

  • Duration

    1 hour

  • Platform Version

    8.2

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