Is possible to map the position ?(people) that work in contact center according their segment (sales, customer service, retention,etc) and languages ?? company: https://www.nos.pt

Is it possible to map the position (people) that work in contact center according their segment (sales, customer service, retention,etc) and languages

Introduction

The contact center is one of the important aspects in every company. It plays an important role in customer relationship management and sales promotion. Communication between agents and customers is a very important thing for any contact center.

Yes, is possible and

Yes, is possible and you can get the information you need by following these steps:

• Open the report “Contact center – Agent skills”. The data will be displayed in the main window.

• Select all countries that your company operates in, which means that there should be more than one country listed under “Country” column. This can be done by clicking on each country name under “Country” column (in our case we chose Brazil).

you can use the report “Contact center – Agent skills” to get such information.

You can use the report “Contact center – Agent skills” to get such information.

Click on the report and then click on the link “Agent Skills”.

Select your contact center for which you want to get information.

Please follow the steps below.

• Click Setup and Maintenance, then click Contact Center in Functional Area. In the Task list, click Agents.

• On the Search and Select Contact Center page, select a contact center for which you want to get information. Click Go

1. Click Setup and Maintenance, then click Contact Center in Functional Area. In the Task list, click Agents.

• Click Setup and Maintenance, then click Contact Center in Functional Area. In the Task list, click Agents. You can get information about the agents by clicking Search and select Contact Center.

• On the left side of this screen is an option called “Add New” where you can add a new agent to your contact center with their name, position title and location information such as city or country as well as their language spoken (if applicable).

2. On the Search and Select Contact Center page, select a contact center for which you want to get information. Click Go.

• On the Search and Select Contact Center page, select a contact center for which you want to get information. Click Go.

• On the next page, click on Available Positions and then click on Add New Position in order to add new position(s). You can use this feature if you want to map your organization’s locations based on their segmentation (sales, customer service etc.).

You can map the position that work in contact center according their segment (sales, customer service, retention,etc) and languages

Conclusion

If you’re interested in getting more information about your contact center, contact us. We would be happy to help you!