Contact Center Operations
(การดำเนินงานศูนย์บริการลูกค้า)
Definition
Contact Center Operations (การดำเนินงานศูนย์บริการลูกค้า) Hard Skill
The management and coordination of activities within a contact center to ensure efficient customer service, including handling inquiries, complaints, and support through various communication channels.
Expertise Level
Level 1
Basic
1. Understands basic contact center functions and workflows.
2. Can operate standard contact center tools and software.
3. Responds to common customer inquiries with guidance.
Level 2
Intermediate
1. Manages multiple communication channels such as phone, email, and chat efficiently.
2. Monitors performance metrics and suggests improvements.
3. Handles escalated customer issues and ensures timely resolution.
Level 3
Advanced
1. Leads and optimizes overall contact center operations and team performance.
2. Implements advanced technologies and process improvements to enhance customer experience.
3. Develops strategic plans to manage high volume and complex customer interactions.
