Page 48 - TC3-TELUS
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Customer Personas
Supervisors
It’s all about the Real-time agent(s) activity and
the ability to change course while in-flight
• Empowerment
Common Concerns • Control
• Visibility
Business Value • Enterprise Visibility
• Resource Management
• Escalation Management
Leading Questions • What metrics to measure your agents? Real-time
Typical Objections • Are skills managed centrally or per location? Reporting
• What are your service level goals?
•?
