Personas
What does CCO stand for?
What is:
- Chief Customer Officer
What are the primary business objectives of a Contact Center?
What is:
Lower costs, increase revenue, improve the customer experience and meet regulatory compliance requierments.
What are the biggest limits on agent performance?
What is:
- Hard to find relevant information
- Connections to the wrong agents
- Too many tools
What dose IVR stand for?
What is:
- Interactive Voice Response
(Prerecorded messages / text to speech)
Name two of RingCentral's top Contact Center competitors:
What is:
- Five9, Genesys, 8x8, Cisco, Talkdesk
What role / title reduces security incidents, prevents security breaches and ensures compliance?
What is:
- CISO
- VP Information Security
- VP Cybersecurity
A word that is used to describe having multiple ways or platforms that customers can use to get in touch with a company?
What is: Omnichannel
How do you measure agent performance?
- Need better reports
- Need real-time dashboards
- Have people customizing reports full time
- Alphabet soup of metrics: AHT, SLA, ACW
Tools: Monitor, whisper, barge-in, call or screen recordings, workforce management, quality management
What does CRM stand for?
What is:
- Customer Relationship Management
(A technology for managing all your company's relationships and interactions with customers and potential customers)
What is the difference between a Call Center and a Contact Center?
What is:
- Call centers use one channel -- the phone -- while contact centers use several channels
(Call Centers and Contact Centers both provide customer service and outreach, but they differ in the communication channels they use)
What are two goals of a VP of Customer Service?
What is:
1) Improve Customer Experience
2) Improve Employee Experience
3) Drive Operational Efficiency
4) Remove Customer Friction
This CX feature is a window or dialog box that appears on an agents desktop to display customer / prospect information when receiving calls?
What is: Screen pop
What are your biggest challenges of managing and keeping agents?
What is:
- Frustration with customers they can’t help
- Complex systems are hard to learn
- Can’t get access to experts
What does ACD stand for?
What is:
- Automatic Call Distribution
(Telephony system that automatically receives incoming calls and distributes them to an available agent)
What is the agent turnover rate?
What is?
- 31% agent turnover rate in 2021.
Who is responsible for overseeing the entire CC - along with integrations and adapting to new technology / quickly and seamlessly?
Who is?
Director Call Center Technology
Product Owner Contact Center Technology
Digital Technology Customer and Customer Operations
Director Call Center Operations
What is a Contact Centers biggest overhead cost?
What is:
Agents
How can RingCentral help with Agent Performance limitations?
What is:
- Smart routing to connect customers to the best agent for their issue
- CRM integrations and screen pops
- Broad functionality to reduce the number of tools
- Agent access to experts to improve first-contact resolution
What does API stand for?
What is:
- Application Programming Interface
(A way for two or more computer programs to communicate with each other)
What ways can a company measure customer satisfaction?
What is:
- Surveys, SLA, AHT, Hold time, Reports and dashboards and Net Promoter Score (NPS)
What are two goals of a Contact Center Supervisor?
What is:
1) Customer experience
2) Increasing revenue
3) Agent retention and coaching
4) Streamlined agents onboarding & training
This commonly used percentage score is a key indicator for the level of customer service delivered?
What is: CSAT (Customer Satisfaction Score)
How does Agent Assist / Screen Pops help agents?
What is:
- AI framework with predictable coaching
- Realtime behavioral guidance
- FAQ suggestions based on the conversation context
What does WEM stand for?
What is:
- Work Force Management
( An approach for increasing CC agent engagement - Screen recording, analytics and reports)
What Contact Center features can be used to improve customer satisfaction?
What is:
- Smart routing, CRM integrations, Screen pops. An efficient system