18 Questions
What is the primary function of the CX1 supervisor application?
To monitor agent performance and facilitate continuous development
What is the purpose of an outbound dialer in a contact center?
To automate outgoing calls to customers
What is the key benefit of using a progressive dialer in a contact center?
It assigns calls to agents based on their availability
What is the role of a manager in the context of a contact center?
To oversee the entire process and intervene when necessary
What is the input to an outbound dialer system?
A list of contacts to be dialed
What is the outcome of using an outbound dialer in a contact center?
It increases agent efficiency and output
What does Dilbert expect when he calls the customer care center?
To be able to talk to someone who will resolve his problem
What is the purpose of an IVR in a call center?
To provide a menu for customers to specify their problem
What determines which agent will handle a call in a contact center?
The agent's skill set and the customer's problem
What is a skill in the context of a call center?
An area of expertise or domain
How are calls typically removed from a skill queue in a call center?
In the order they were received
What is one technique used to assign calls to agents in a call center?
Rotating or round robin
Who is responsible for defining clear goals and KPIs for teams?
Lisa
What is the role of a WFM Manager?
Resource allocation and shift management
Who is responsible for ensuring staffing levels are in place?
Lisa
What is the issue Dilbert is experiencing with the online delivery app?
A large amount was charged to his credit card
What is Lisa's role in the organization?
Manager
What is a manager responsible for, in addition to resource allocation?
Performance management of agents
Learn about the CX1 supervisor application, its role in monitoring and facilitating the continuous cycle of development, and how it helps managers ensure things are going as planned. Understand the importance of continuous improvement and intervention.
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