Contact center analytics

Qué significa cada nivel

La escala P1–P5 es común a todas las habilidades, pero lo que significa cada nivel cambia según la habilidad. Esto es lo que se espera observar.

1. P1

   Describes the process, controls, stakeholders and basic decisions involved in Contact center analytics.

2. P2

   Executes standard Contact center analytics activities accurately within established controls and escalates exceptions.

3. P3

   Owns complex Contact center analytics cases/processes, improves controls and coaches colleagues.

4. P4

   Sets cross-team standards and governance for Contact center analytics, integrating risk, metrics and stakeholder needs.

5. P5

   Defines enterprise strategy or external practice for Contact center analytics and develops other experts.

Puestos que la piden

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