How can future functionality cater to both groups?

You have identified two personas for your Contact Center: experienced agents and new hires .

How can future functionality cater to both groups?
A . Develop advanced automation tools for experienced agents and basic training resources for new
hires.
B . Design a flexible interface that adapts to different skill levels and learning styles.
C . Implement separate knowledge bases with content tailored to each persona‘s experience level.
D . Offer personalized dashboards with relevant metrics and performance insights for each agent.

View Answer

Answer: B

Explanation:

To cater to both experienced agents and new hires effectively within a contact center, designing a flexible interface that adapts to various skill levels and learning styles is crucial. This approach ensures that the system is intuitive for new hires, providing an easier learning curve, while still offering advanced features and shortcuts that experienced agents can utilize to increase efficiency. A flexible interface helps in maintaining high productivity across all agent profiles by allowing users to customize and configure their workflows according to their proficiency.

Reference: https://help.salesforce.com/articleView?id=sf.interface_customize_ui.htm