Contact Center Management
(การจัดการศูนย์บริการลูกค้า)
Definition
Contact Center Management (การจัดการศูนย์บริการลูกค้า) Hard Skill
The ability to oversee and optimize the operations of a contact center, ensuring high-quality customer service, efficient resource management, and effective communication across channels.
Expertise Level
Level 1
Basic
1. Understands basic contact center functions and customer service principles.
2. Can use standard contact center software for call handling.
3. Monitors daily operations with supervision.
Level 2
Intermediate
1. Manages team schedules and resource allocation efficiently.
2. Analyzes performance metrics to improve service quality.
3. Implements operational processes and conducts agent coaching.
Level 3
Advanced
1. Develops strategic plans to enhance customer experience and contact center efficiency.
2. Leverages advanced analytics and technologies for operational excellence.
3. Leads multi-channel integration and drives continuous improvement initiatives.
