Module
Contact center foundations
11 Topics
1 hr 50 mins
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:
Available in the following mission:
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