Trainings

Contact Center Solutions required that after the deployment of the CCaaS network, it was essential to conduct separate training sessions for agents, supervisors, and administrative roles. The focus of this page is to showcase the training program specifically designed for the supervisor role.

Contact center trainings play a pivotal role in providing customers with a comprehensive understanding of CCaaS (Contact Center as a Service) and delineating their specific roles and capabilities within the contact center environment. These training programs are designed to equip participants with the necessary knowledge and skills to effectively carry out their responsibilities, whether they are agents, supervisors, or system administrators.  

My role as a trainer included:

• To allocate and plan resources to train customers in the CCaaS solution.
• To create training sessions to showcase the CCaaS solution's capabilities to their respective roles.
• To define goals, content, manuals, and practice exercises relevant to each role.
• To carry out case studies with the customer and deliver practical exercises.
• To gather feedback from the customer for improvements to the CCaaS solution.

The supervisor role within CCaaS solutions boasted a comprehensive toolbox, surpassing that of all other roles. It not only encompassed the responsibilities of agents, enabling them to step in and provide customer service when necessary, but also involved administrative functions such as campaign management and configuring contact center settings like call rates. The versatility of the supervisor role allowed them to seamlessly transition between various tasks, ensuring efficient operations and exceptional customer service within the contact center environment.

Their main function, depending on the use case, was mostly to:

• Understand agent metrics, either through live dashboards or through reports.
• Monitor dashboards.
• Understand campaign and call center metrics.

Usually, supervisor role trainings were delivered as follows:

Sessions were typically scheduled to occur on the following day, ideally after the completion of agent training, to provide customers with a hands-on experience of the call center environment and allow them to pose pertinent questions.

My experience training customers in contact centers offered me a unique opportunity to gain practical exposure to diverse industries. Concurrently pursuing my MBA studies enabled me to effectively apply the knowledge I gained and deepen my understanding of various business sectors. Engaging with customers in discussions about key performance indicators (KPIs) provided invaluable insights that sharpened my problem-solving abilities and nurtured my reputation for strong critical thinking skills.