Podcast
Questions and Answers
What is the primary function of the CX1 supervisor application?
What is the primary function of the CX1 supervisor application?
- To manage customer data
- To manage customer interactions
- To automate dialing for outbound calls
- To monitor agent performance and facilitate continuous development (correct)
What is the purpose of an outbound dialer in a contact center?
What is the purpose of an outbound dialer in a contact center?
- To manage customer data
- To monitor agent performance
- To receive incoming customer calls
- To automate outgoing calls to customers (correct)
What is the key benefit of using a progressive dialer in a contact center?
What is the key benefit of using a progressive dialer in a contact center?
- It increases the number of incoming calls
- It decreases the number of outgoing calls
- It assigns calls to agents randomly
- It assigns calls to agents based on their availability (correct)
What is the role of a manager in the context of a contact center?
What is the role of a manager in the context of a contact center?
What is the input to an outbound dialer system?
What is the input to an outbound dialer system?
What is the outcome of using an outbound dialer in a contact center?
What is the outcome of using an outbound dialer in a contact center?
What does Dilbert expect when he calls the customer care center?
What does Dilbert expect when he calls the customer care center?
What is the purpose of an IVR in a call center?
What is the purpose of an IVR in a call center?
What determines which agent will handle a call in a contact center?
What determines which agent will handle a call in a contact center?
What is a skill in the context of a call center?
What is a skill in the context of a call center?
How are calls typically removed from a skill queue in a call center?
How are calls typically removed from a skill queue in a call center?
What is one technique used to assign calls to agents in a call center?
What is one technique used to assign calls to agents in a call center?
Who is responsible for defining clear goals and KPIs for teams?
Who is responsible for defining clear goals and KPIs for teams?
What is the role of a WFM Manager?
What is the role of a WFM Manager?
Who is responsible for ensuring staffing levels are in place?
Who is responsible for ensuring staffing levels are in place?
What is the issue Dilbert is experiencing with the online delivery app?
What is the issue Dilbert is experiencing with the online delivery app?
What is Lisa's role in the organization?
What is Lisa's role in the organization?
What is a manager responsible for, in addition to resource allocation?
What is a manager responsible for, in addition to resource allocation?
