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

Inglês

Depois de concluir este módulo, você deverá ser capaz de:

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.

Disponível na seguinte missão:

Pega Customer Service Implementation v5

Tópicos

The Contact Center

10 min

Evolution of the contact center

10 min

A day in the life: Leaders

5 min

A day in the life: Agents

10 min

CSRs: Battle of the desktop

5 min

Inbound and outbound calls

10 min

Business applications

10 min

Channels and Pega Customer Service

10 min

People, process, and technology

5 min

Metrics overview

15 min

Contact center acronyms

5 min

Quiz do módulo

15 min