Contact Center Personas

• Resolve customer issues efficiently

• Maintain high CSAT and FCR (First Call Resolution)

• Adhere to scripts/compliance

• Information overload

  • Frequent context switching: Switching screens frequently, alt-tabbing, copying and pasting content from one window to another, making the process slow and prone to errors.

• Slow access to the knowledge base

• Suggest an answer based on the conversation context from the Knowledge Base

• Keep Average Handle Time (AHT) low and at the same time, achieve high First Contact Resolution (FCR)

  • Monitor individual insights, such as AHT, to keep it optimal

• The Siloed Customer Journey - lack of unified customer experience across channels

  • Repetitive queries - the customer has to repeat his story all over again

    • Lack of tools to tell that one is a repeated query, so that such queries should then be handled through AI agents

• Dealing with upset, frustrated customers

  • Lack of emotional intelligence - showing real-time sentiment to adjust the tone and approach to resolve the customer’s query

  • Lack of tools to take actions to de-escalate, such as creating a ticket

• Next-best Action Item

• Reduce after-call work time

  • Appointment scheduling/callback

• Ineffective CRM integration - reentering call details, customer data

• Realtime insights into the following statistics

• Proactive Customer Communication:

CSO (Customer Service Officer), Appraise (when appraised by an Appraiser)

• Monitor agent performance and quality

• Manage queues and SLAs

• Coach underperforming agents

• Limited visibility into conversations without manual review

• Inefficient quality assurance processes

• High turnover among agents

Define inbound and outbound conversation flows

• secure information must be handled properly following security and privacy standards

• easily be able to define rules

Evaluate agent conversations assigned according to the defined evaluation criteria (appraisal form)

• Day-to-day management of the contact center platform

• Dial Plan Involvement: May define or adjust dial plans within the contact center software for call flows, agent extensions, and IVR routing.

Deployment, Upgrades, and Solution Monitoring

• Smooth deployment of contact center solutions and upgrades

• Tracks system health, call flows, IVR, routing, and agent performance.

Skills:

• Understands VoIP, APIs, Linux, Kubernetes,

• Contact center solution deployment architecture, communication flow,

Preventive Maintenance

monitors KPIs, system uptime, and performance trends

Incident Management

Troubleshoots technical issues (voice, chat, email, AI components) and ensures SLAs are met.

Vendor Liaison

Acts as the bridge between internal teams and third-party vendors for issue resolution.