Podcast
Questions and Answers
Huddles play a crucial role in internal communications by providing a regular, structured opportunity for team members to communicate ______.
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.
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.
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 ______.
The supervisor escalation rate is the percentage of total calls that are transferred to a ______.
This part is called the ______.
This part is called the ______.
This part is called the ______.
This part is called the ______.
This part is called the ______.
This part is called the ______.
This part is called the ______.
This part is called the ______.
Huddles facilitate real-time information sharing, immediate feedback, and ______ decision-making.
Huddles facilitate real-time information sharing, immediate feedback, and ______ decision-making.
The approach makes it easier to have adequate resources available during ______ hours.
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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