Module
Contact center foundations
11 Rubriques
1h 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.
Après avoir terminé ce module, vous pourrez :
Disponible dans la mission suivante :
Rubriques
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
Agents: 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
Quiz du module
15 mins