Implementation Strategies – Given a scenario, determine appropriate contact center licensing and deployment strategies

Contact center implementations can be deployed using different strategies based on the requirements and the kind of implementation. Some of these implementation strategies are as below Big Bang Phased or Pilot or Incremental Parallel Big Bang In this kind of deployment strategy, all the users move from one system to another at the same time […]

Implementation Strategies – Given a scenario, determine how to facilitate a successful consulting engagement (plan, gather requirements, design, build, test and document)

Regardless of the path that you take for implementation, preparation and knowledge can help lead a smoother transition. A typical rollout comprises of a development life cycle Plan: A clear plan helps you to communicate with everyone, to do things in the right order, identify key resources, and know when you’re done. Discovery: This phase helps […]

Industry Knowledge – Identify benefits of Knowledgebase

For any contact center, utilizing the knowledge of its agents and their experience in support will help in reducing operational costs and stops reinventing the wheel for similar issues. Knowledge-centered support (KCS) is a way of utilizing content to resolve issues in order to reduce operating costs and improve case resolution by reducing training time […]

Industry Knowledge – Compare and Contrast the different types of Contact Centers and their business drivers

Types of contact centers There are different types of contact centers which serve different needs of a company like Customer Service Employee Service Marketing & Sales Every contact center has business drivers that drive the performance of the center. Customer service Introduction These handles inbound calls from customers related to various kinds of inquiries about […]

Industry Knowledge – Identify Challenges and considerations for business continuity in the contact center

Disasters come without warning and can have a huge impact on a Contact Center’s image, brand and reputation. A business continuity plan (BCP) deals with how business prepares for disaster events that could disrupt the business. It helps the contact center to continue to deliver customer service at a defined level and ensure employee safety. […]

Industry Knowledge – Explain the use cases and benefits for different Interaction Channels

Interaction channels offer different ways or interacting with customer and resolving their cases. Below topics describe the use cases, costs, and advantages of various Interaction channels. Each channel is used to match different customer needs. When it comes to customer service channels supported in contact centers, inbound phone systems continue to be the most common, […]

Industry Knowledge – Explain the Factors that influence key contact center metrics, KPIs and business challenges

Introduction Call Center: It is a stressful environment that manage high volume calls maintaining consistent and high standards of customer service. Metrics and KPIs are usually used to track the performance of the call center. These also help the call center management in the improvement of the processes to help customer success. Below are considered […]

Service Cloud Consultant

I am preparing for my Service Cloud Consultant Exam and thought of putting all the stuff that I am preparing in this and upcoming blog posts. I am dividing this into multiple blog posts (including this) with the below topics and its subtopics as per the certification guide and its weight Industry Knowledge – 10% […]