Breaking Down Barriers to Managing Agent Lifecycles in Contact Centers

Join UC Today's Kristian McCann as he sits down with Quang Le, Product Manager at Kurmi, to explore the evolving challenges and innovative solutions in managing agent life cycles within contact centers. 

With organizations facing increasing complexity from seasonal spikes, platform fragmentation, and the demands of distributed teams, the realities of managing agent onboarding, offboarding, and ongoing administration in today’s fast-paced contact center environments are increasingly complex. 

Quang Le shares how Kurmi's centralized, automated approach - highlighted through its Genesys integration - helps organizations reduce errors, improve compliance, and stay agile during peak seasons.

Key discussion points include:

📈 What are the most common challenges organizations face when managing agent lifecycles in modern contact center environments? (0:28)

🔗 What complexities do businesses encounter when trying to maintain a unified view of their agents and operations? (1:40)

⚙️ How important is automation and streamlined onboarding and offboarding for contact centers who want to stay agile to these changing demands? (2:45)

🛡️ How does Kurmi's approach to managing agent profiles and permissions via the Genesis integration help address the risks of error and misconfigurations that can occur with more manual processes? (4:26)

🌐 How are centralized administration tools evolving to support distributed teams and ensure compliance across these distributed teams? (6:17)

🔒 How do you see the opportunities for organizations to improve resilience and troubleshooting through better audit and rollback capabilities in their contact center management tools? (8:07)

🚀 What role do you see integrations like Kurmi's Genesis connector playing in helping businesses future-proof their communication and contact center strategies? (9:11)
 
Explore what Kurmi can do for your contact center at  https://kurmi-software.com/