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.

Beginner

English

After completing this module, you should be able to:

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.

Available in the following mission:

Pega Customer Service Implementation v3

Topics

The Contact Center

10 mins

Evolution of the contact center

10 mins

A day in the life: Leaders

5 mins

A day in the life: Agents

10 mins

CSRs: Battle of the desktop

5 mins

Inbound and outbound calls

10 mins

Business applications

10 mins

Channels and Pega Customer Service

10 mins

People, process, and technology

5 mins

Metrics overview

15 mins

Contact center acronyms

5 mins

Module Quiz

15 mins