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Customer Personas General Manager of the Contact Centre
Director of Contact Centre Operations
• Oversee all facets of the CC
• Overall Responsibility
VP of Customer Care
VP of Customer Services
Chief Experience Officer
• Only cares about one thing – can you
guess?
CC Supervisor/Team Leader
• Manages CC Resources
• Drives Daily Performance
Agents/CSR
• The Voice of the Company
• The ‘Brand’
Contact Centre Buyers
Multiple buyers here all with
their own ‘buying criteria’
Common Concerns • Customer Loyalty UC Buyer
Business Value
• Acquire new Customers Creates a beachhead for all
• Omni-channel Unified Communications /
Collaboration Solutions in the
• Contextual customer experience managementaccount. Can open the door
for you.
Leading Questions • Digital interactions (web chat, social media, etc) are expected to overtake voice in two
Typical Objections years time, what is your plan for this within the business?
• How do you currently track your customer’s journey experience and how do you plan to
maximize that experience for each customer?
•?
