Contact Center Personas

this page covers all the Personas (roles) perceived by Expertflow for a contact center

	Goals	Pain points	Skills
Agent	Resolve customer issues efficiently Maintain high CSAT and FCR (First Call Resolution) Adhere to scripts/compliance	Information overload or slow access to knowledge Repetitive queries Dealing with upset customers Time-consuming after-call work (ACW)
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
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.
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.	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.