Questions and Answers
Huddles play a crucial role in internal communications by providing a regular, structured opportunity for team members to communicate ______.
face-to-face
If your contact center is most busy during 08:00 – 14:00, you can schedule 'long calls' to after ______, at the customers’ request.
14:00
A supervisor escalation is when a caller requests to speak to a ______ for resolution.
supervisor
The supervisor escalation rate is the percentage of total calls that are transferred to a ______.
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This part is called the ______.
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This part is called the ______.
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This part is called the ______.
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This part is called the ______.
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Huddles facilitate real-time information sharing, immediate feedback, and ______ decision-making.
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The approach makes it easier to have adequate resources available during ______ hours.
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Study Notes
Contact Center Overview
- A contact center manages customer interactions through various channels including social media, email, voice, and online chats.
- The term also refers to the software utilized by teams to manage these customer interactions.
Common Services in Contact Centers
- Voice calling is a primary service offered.
- Short message services (SMS) are widely used for quick communications.
- Omnichannel customer service integrates multiple communication methods seamlessly.
- Technical support and helpdesk services provide necessary assistance for customers.
- Virtual assistants and self-service solutions empower customers to resolve their issues independently.
Bio-Break
- "Bio-break" refers to scheduled breaks during meetings where participants can refresh themselves, typically used in a contact center environment.
AHOD (All Hands on Deck)
- AHOD describes a high-demand situation in contact centers where customer wait times increase due to external factors like a marketing campaign or system outages.
Call Handling and Scheduling
- “Long calls” can be scheduled for after peak hours (08:00 – 14:00) upon customer request to balance workload during busy times.
Supervisor Escalation
- Supervisor escalation occurs when a customer requests to speak with a supervisor for resolution.
- It is measured by the supervisor escalation rate, indicating the percentage of calls redirected to supervisors.
Importance of Huddles
- Huddles facilitate internal communication and provide opportunities for team members to share real-time information.
- They enable immediate feedback and encourage quick, effective decision-making in contact centers.
Contact Center Floor Dynamics
- The contact center floor is the area where agents primarily operate to handle customer calls.
- It is designed for optimal workflow and must meet the operational needs of the agents.
Technical Components
- RAM memory is critical for the performance of contact center software and systems.
- The motherboard connects all hardware components; proper functionality is vital for seamless operations.
- The fan ensures cooling within the server and hardware to prevent overheating.
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Description
Test your knowledge on contact center terminology and concepts. This quiz covers various interaction channels and essential jargons used in managing customer interactions. See how well you understand the communication methods employed in today’s customer service landscape.
