There are specific terms that are tossed around along with different acronyms in every industry. The faster these terms are understood, the faster new agents, managers and supervisors can respond to requests for information, making reports or planning strategy.
Source: https://blog.ujet.co/customer-support-words-you-need-to-know
Publish Date: March 7, 2019 |
2.) | eGain Corporation eGain Solve Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World |
3.) | Pointel Genesys Identity and Access Manager Automated Provisioning Solution for Multi-Vendor Communication Platforms Managing agent profile data across multiple systems is a big challenge for contact centers. The manual tasks of agent provisioning, decommissioning, daily change exercises, skill level synchronization, license recovery and detailed reports on usage are tedious, time-consuming, and often expensive for businesses. Managing ID and access within a contact center is further complicated by profile information and requirements that vary from application to application. Automating the processes of onboarding and off-boarding in contact centers helps overcome these challenges and enhances agents’ productivity. Pointel I... (read more) |
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