Contact Center Personas

This document provides a clear overview of the key roles, goals, and challenges within a modern contact center environment. It outlines the primary objectives, pain points, and terminology associated with each stakeholder, from agents and supervisors to operations managers and end customers. The aim is to facilitate a deeper understanding of the contact center ecosystem, highlight areas for improvement, and support the development of more effective solutions for customer service excellence.

	Goals	Pain points	Synonyms
Contact Center Agent (CC Agent)	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 agent performance statistics and ledderboard Proactive Customer Communication:	Customer Service Officer (CSO), Crisis Supporter
Supervisor	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
Conversation Designer	Define inbound and outbound conversation flows	secure information must be handled properly following security and privacy standards easily be able to define rules
Evaluator	Evaluate agent conversations assigned according to the defined evaluation criteria (appraisal form)
CC Admin	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. Ensure seamless, consistent, and high-quality customer experiences across all digital channels.	Long Response Times and Missed Opportunities Data Security and Compliance Concerns Disconnected customer interactions across channels, causing customers to repeat information.	Customer Care Manager
Quality Manager
Operations Manager	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.
	Seamlessly integrate the Customer Widget into the website. Manage widget deployments with minimal technical dependencies.	Complex integration steps or unclear documentation.	Web Master
End Customer	Connect quickly with a live agent or get relevant information instantly. Experience personalized, simple, and responsive customer support.	Slow or no response during busy hours or off-hours. Need to repeat details when switching agents or channels. Unclear communication on agent availability or waiting times.