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Question 44 - Certified Contact Center discussion

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You have identified two personas for your Contact Center: experienced agents and new hires. How can future functionality cater to both groups?

A.
Develop advanced automation tools for experienced agents and basic training resources for new hires.
Answers
A.
Develop advanced automation tools for experienced agents and basic training resources for new hires.
B.
Design a flexible interface that adapts to different skill levels and learning styles.
Answers
B.
Design a flexible interface that adapts to different skill levels and learning styles.
C.
Implement separate knowledge bases with content tailored to each persona's experience level.
Answers
C.
Implement separate knowledge bases with content tailored to each persona's experience level.
D.
Offer personalized dashboards with relevant metrics and performance insights for each agent.
Answers
D.
Offer personalized dashboards with relevant metrics and performance insights for each agent.
Suggested answer: B

Explanation:

To cater to both experienced agents and new hires effectively within a contact center, designing a flexible interface that adapts to various skill levels and learning styles is crucial. This approach ensures that the system is intuitive for new hires, providing an easier learning curve, while still offering advanced features and shortcuts that experienced agents can utilize to increase efficiency. A flexible interface helps in maintaining high productivity across all agent profiles by allowing users to customize and configure their workflows according to their proficiency.

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asked 23/09/2024
Andrea Di Giuseppe
34 questions
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