Following a Call Through ICM and CVP
In this video, Sunset Learning Institute Contact Center Specialized Instructor Marty Griffin demonstrates in great detail different scenarios for:
- The call arriving at ICM and starting a script
- How the call is transferred to CVP for interaction with the caller
- How the call is transferred to a contact center agent
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Marty Griffin has been involved in the contact center space for over 30 years. He started at the birthplace of call centers – Omaha Nebraska. Marty was operations manager for the new Northwester Bell call center business which contributed 19% of all annual business revenue for a 5-state region. He is currently employed by Sunset Learning as a technical instructor. Marty specializes in the development and delivery of Cisco Unified Contact Center Enterprise and Cisco Unified Contact Center Express courses.
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