In this tutorial, we are going to cover the Module called “Contact Center Operations“. In this lecture, you are going to optimize agent capacity and create collaborative workplace climates. Click here to solve the quiz Contact Center Operations on the trailhead.
#1. Improve Contact Center Efficiency with Workforce Management
Solve these tests and get 100 points
Qn1. Why is workforce management so important?
I)It maximizes efficiency and predicts customer demands on your contact center.
II)It helps you, coach agents when they need it.
III)It approves sick-time accruals without an audit.
IV)It outsources payroll, freeing up your time as a manager.
[bg_collapse view=”button-green” color=”#4a4949″ expand_text=”Show Answers” collapse_text=”Hide Answers” ] Answer: I)It maximizes efficiency and predicts customer demands on your contact center. [/bg_collapse]
Qn2. Which is an example of skills-based routing?
I)Routing a call only to a remote agent.
II)Routing a call to whomever has time to take it.
III)Routing a call to an agent sitting closest to a manager.
IV)Routing a call to the agent with the expertise to resolve the customer’s issue.
[bg_collapse view=”button-green” color=”#4a4949″ expand_text=”Show Answers” collapse_text=”Hide Answers” ] Answer: IV)Routing a call to the agent with the expertise to resolve the customer’s issue. [/bg_collapse]
Check the Quiz to Earn 100 out of 100 Points
The second attempt earns 50 points. Three or more earn 25 points. Three or more earn 25 points.
#2. Create a Climate for Collaboration
Solve these tests and get 100 points
Qn1. True or false: Average handle time can force agents to get off the phone so quickly they can’t collaborate for a better solution.
I)True
II)False
[bg_collapse view=”button-green” color=”#4a4949″ expand_text=”Show Answers” collapse_text=”Hide Answers” ] Answer: I)True [/bg_collapse]
Qn2. Which type of climate improves collaboration in the contact center?
I)Adherence climates, where agents always adhere to company rules.
II)Network judgment, where agents rely on advice from coworkers to provide the best solutions.
III)No judgment, where agents don’t have managers.
IV)Instant replay, where managers review questionable agent calls for 5 minutes in a booth.
[bg_collapse view=”button-green” color=”#4a4949″ expand_text=”Show Answers” collapse_text=”Hide Answers” ] Answer: II)Network judgment, where agents rely on advice from coworkers to provide the best solutions. [/bg_collapse]
Check the Quiz to Earn 100 out of 100 Points
The second attempt earns 50 points. Three or more earn 25 points. Three or more earn 25 points.
#3. Manage Temporary Service Agents
Solve these tests and get 100 points
Qn1. Which of the following is true about temporary contact center agents?
I)It’s important to understand your potential business risks when hiring temps.
II)Temps need just as much training as regular agents.
III)Temps don’t have to know as much about the product or service since they won’t be there long.
IV)A and B
[bg_collapse view=”button-green” color=”#4a4949″ expand_text=”Show Answers” collapse_text=”Hide Answers” ] Answer: IV)A and B [/bg_collapse]
Qn2. True or False: In the interests of security, temporary agents may not be granted the same level of access to company data as permanent agents.
I)True
II)False
[bg_collapse view=”button-green” color=”#4a4949″ expand_text=”Show Answers” collapse_text=”Hide Answers” ] Answer: I)True [/bg_collapse]
Check the Quiz to Earn 100 out of 100 Points
The second attempt earns 50 points. Three or more earn 25 points. Three or more earn 25 points.
#4. Manage Remote Service Agents
Solve these tests and get 100 points
Qn1. Which of the following is true about remote contact center agents?
I)They take really long lunch breaks.
II)They always pay for their own health insurance.
III)Recruiting and retention are easier.
IV)Conflict resolution is easier now with collaboration tools.
[bg_collapse view=”button-green” color=”#4a4949″ expand_text=”Show Answers” collapse_text=”Hide Answers” ] Answer: III)Recruiting and retention are easier. [/bg_collapse]
Qn2. Why have remote agents become so popular for contact centers?
I)Cloud-based computing makes it easier to work remotely or from home.
II)Management tools now help contact center managers keep remote agents connected.
III)Adding additional coworkers can upset established workplace cultures.
IV)A and B
[bg_collapse view=”button-green” color=”#4a4949″ expand_text=”Show Answers” collapse_text=”Hide Answers” ] Answer: IV)A and B [/bg_collapse]
Check the Quiz to Earn 100 out of 100 Points
The second attempt earns 50 points. Three or more earn 25 points. Three or more earn 25 points
