CCaaS BASICS
CCaaS stands for
This feature allows clients to keep their place in line without waiting on hold.
What is Callback?
The most important person in every interaction.
Who is the client?
Champions help support this activity.
What is change adoption?
The event we are preparing for.
What is Go-Live?
This platform is replacing Avaya.
What is Genesys Cloud?
This dashboard helps advisors monitor performance.
What is Performance Dashboard?
This measures how clients feel about our service.
What is Customer Satisfaction (CSAT) ?
Champions serve as this between project teams and frontline staff.
What is a bridge/liaison?
Teams should report these immediately during Go-Live.
What are issues/incidents?
One benefit of CCaas for advisors
What is improved flexibility? What is efficiency ? What is client experience?
One communication channel supported by Genesys
What is Voice? What is Chat? What is Email? What is Messaging?
This allows clients to avoid repeating information.
What is context preservation/customer journey continuity?
Champions help drive this among peers.
What is engagement and readiness?
This team helps troubleshoot issues during launch.
What is the support/command center/project team?
CCaaS is delivered from this type of environment.
What is the cloud?
This feature helps route clients to the right advisor.
What is Intelligent Routing?
Better routing helps reduce this common client frustration.
What is being transferred multiple times?
Champions often provide this valuable information to the project team.
What is feedback?
One important reason for following new processes.
What is consistency and client experience?
The primary goal of the CCaaS transformation.
What is to improve client and employee experience through a modern contact center platform ?
This feature provides real-time visibility into queues and staffing.
What is Workforce Management/Real-Time Monitoring?
The ultimate outcome CCaaS aims to improve.
What is the overall client experience?
A key quality every champion demonstrates.
What is Leadership, collaboration, positivity, advocacy, etc. ?
The success of Go-Live depends on this from everyone.
What is teamwork and collaboration?