Difference between revisions of "Contact Centre Training"

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Our training courses available are:
 
Our training courses available are:
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== Level 1 ==
 
== Level 1 ==
  
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Topic 1 CC-1-1
 
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Introduction to bxp software [http://www.allnone.ie/training/CC-1-1%20-%20Introduction%20to%20Business%20Express%20v1-6.pdf]
 
  
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Topic 2 CC-1-2
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{| class="wikitable"
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Introduction to Contact Centres [http://www.allnone.ie/training/CC-1-2%20-%20Introduction%20to%20Contact%20Centres%20v1-4.pdf]
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! style="width:10%" | Topic
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! style="width:10%" | Code
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! style="width:40%" | Title
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! style="width:20%" | Link
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! style="width:20%" | Document
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|-
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| Topic 1 || CC-1-1 || Introduction to bxp software || [[CC-1-1_Introduction_to_bxp_software]] ||  [https://www.bxpsoftware.com/wixi/index.php?action=ajax&title=-&rs=SecureFileStore::getFile&f=/e/ec/CC-1-1_-_Introduction_to_Business_Express_v1-7.pdf]
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|-
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| Topic 2 || CC-1-2 || Introduction to Contact Centres || || [https://www.bxpsoftware.com/wixi/index.php?action=ajax&title=-&rs=SecureFileStore::getFile&f=/a/ad/CC-1-2_-_Introduction_to_Contact_Centres_v1-5.pdf]
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|-
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| Topic 3 || CC-1-3 || Introduction to Blended Form Structure || [[CC-1-3_Introduction_to_the_Blended_Form_Structure]] || [https://www.bxpsoftware.com/wixi/index.php?action=ajax&title=-&rs=SecureFileStore::getFile&f=/d/dd/CC-1-3_-_Introduction_to_Blended_Form_Structure_v1-4.pdf]
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|-
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| Topic 4 || CC-1-4 || Introduction to Contact Centre Reporting || || [https://www.bxpsoftware.com/wixi/index.php?action=ajax&title=-&rs=SecureFileStore::getFile&f=/a/af/CC-1-4_-_Introduction_to_Contact_Centre_Reporting_v1-2.pdf]
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|-
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| Topic 5 || CC-1-5 || Introduction to Form Outcomes || || [https://www.bxpsoftware.com/wixi/index.php?action=ajax&title=-&rs=SecureFileStore::getFile&f=/3/37/CC-1-5_-_Introduction_to_Form_Outcomes_v1-1.pdf]
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|-
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|}
  
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Topic 3 CC-1-3
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== Level 2 ==
−
Introduction to Blended Form Structure [http://www.allnone.ie/training/CC-1-3%20-%20Introduction%20to%20Blended%20Form%20Structure%20v1-3.pdf]
 
  
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Topic 4 CC-1-4
 
−
Introduction to Contact Centre Reporting [http://www.allnone.ie/training/CC-1-4%20-%20Introduction%20to%20Contact%20Centre%20Reporting%20v1-2.pdf]
 
  
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Topic 5 CC-1-5
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{| class="wikitable"
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Introduction to Form Outcomes [http://www.allnone.ie/training/CC-1-5%20-%20Introduction%20to%20Form%20Outcomes%20v1-0.pdf]
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! style="width:10%" | Topic
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! style="width:10%" | Code
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! style="width:40%" | Title
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! style="width:20%" | Link
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! style="width:20%" | Document
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|-
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| Topic 1 || CC-2-1 || Security and Custom Interface configuration || || [https://www.bxpsoftware.com/wixi/index.php?action=ajax&title=-&rs=SecureFileStore::getFile&f=/2/2f/CC-2-1_-_Security_and_Custom_Interface_configuration_v1-5.pdf]
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|-
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| Topic 2 || CC-2-2 || Data import management || [[Form_-_Data_Import | Form - Data Import]] ||
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|-
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| Topic 3 || CC-2-3 || Outbound contact management || || [http://www.bxpsoftware.com/training/CC-2-3%20Outbound%20contact%20management%20v1-0.pdf]
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|-
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| Topic 4 || CC-2-4 || Data Profiling - Custom reporting (CC) || || [http://www.bxpsoftware.com/training/CC-2-4%20Data%20Profiling%20-%20Custom%20reporting%20(CC)%20v1-0.pdf]
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|-
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| Topic 5 || CC-2-5 || Logic management || [[Logic_Management | Logic Management]] ||
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|-
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|}
  
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== Level 3 ==
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== Level 2 ==
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{| class="wikitable"
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! style="width:10%" | Topic
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! style="width:10%" | Code
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! style="width:40%" | Title
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! style="width:20%" | Link
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! style="width:20%" | Document
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|-
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| Topic 1 || CC-3-1 || System security management || [[Security_-_Start_Here | Security - Start Here]] ||
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|-
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| Topic 2 || CC-3-2 || Form optimisations || [[Quality_checks_when_setting_up_a_campaign | Quality checks]] ||
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|-
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| Topic 3 || CC-3-3 || Learning and Knowledge Base Integration || [[Form_-_Integrating_Documentation | Form - Integrating documentation]] ||
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|-
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| Topic 4 || CC-3-4 || Mailbox and Social Media integration || [[CC-3-4_Mailbox_and_Social_Media_integration | CC-3-4 Mailbox and Social Media Integration]] ||
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|-
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| Topic 5 || CC-3-5 || Project management and work list configurations || [[Scenario_-_bxp_as_a_Project_Management_Toolkit | Scenario - bxp as a Project Management toolkit]] ||
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|-
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|}
  
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Topic 1 CC-2-1
 
−
Security and Custom Interface configuration
 
−
 
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Topic 2 CC-2-2
 
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Data import management
 
−
 
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Topic 3 CC-2-3
 
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Outbound contact management [http://www.allnone.ie/training/CC-2-3%20Outbound%20contact%20management%20v1-0.pdf]
 
−
 
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Topic 4 CC-2-4
 
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Data Profiling - Custom reporting
 
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(CC)
 
  
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Topic 5 CC-2-5
 
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Logic management
 
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== Level 3 ==
 
−
 
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Topic 1 CC-3-1
 
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System security management
 
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Topic 2 CC-3-2
 
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Form optimisations
 
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Topic 3 CC-3-3
 
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Learning and Knowledge Base Integration
 
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Topic 4 CC-3-4
 
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Mailbox and Social Media integration
 
−
 
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Topic 5 CC-3-5
 
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Project management and work list configurations
 
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== Level 4 ==
 
== Level 4 ==
 
 
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Topic 1 CC-4-1
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Managing live contact records [http://www.allnone.ie/training/CC-4-1%20-%20Managing%20live%20contact%20records%20v1-2.pdf]
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{| class="wikitable"
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! style="width:10%" | Topic
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Topic 2 CC-4-2
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! style="width:10%" | Code
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Linked form setup
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! style="width:40%" | Title
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! style="width:20%" | Link
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Topic 3 CC-4-3
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! style="width:20%" | Document
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CTI Integration
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|-
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| Topic 1 || CC-4-1 || Managing live contact records || || [[File:CC-4-1_-_Managing_live_contact_records_v1-2.pdf]]
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Topic 4 CC-4-4
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|-
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Case management & reporting  [http://www.allnone.ie/training/CC-4-4%20-%20Case%20Management%20and%20Reporting%20v1-0.pdf]
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| Topic 2 || CC-4-2 || Linked form setup || [[Form_-_Cross_Linked_setup | Form - Cross Linked setup]] ||
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|-
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Topic 5 CC-4-5
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| Topic 3 || CC-4-3 || CTI Integration || [[Scenario_-_bxp_Integration_with_a_Phone_System | Scenario - bxp Integration with a Phone System]] ||
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Centralised record management
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|-
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| Topic 4 || CC-4-4 || Case management & reporting || || [[File:CC-4-4_-_Case_Management_and_Reporting_v1-1.pdf]]
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|-
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| Topic 5 || CC-4-5 || Centralised record management || [[Scenario_-_bxp_and_Person-centric_design | Scenario - bxp and Person-centric design]] ||
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|-
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|}
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== Level 5 ==
 
== Level 5 ==
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Topic 1 CC-5-1
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{| class="wikitable"
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Unified communications and program design
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! style="width:10%" | Topic
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! style="width:10%" | Code
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Topic 2 CC-5-2
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! style="width:40%" | Title
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Muti-Form program design
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! style="width:20%" | Link
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! style="width:20%" | Document
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Topic 3 CC-5-3
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|-
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First call resolution program design
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| Topic 1 || CC-5-1 || Unified communications and program design || ||
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|-
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Topic 4 CC-5-4
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| Topic 2 || CC-5-2 || Muti-Form program design || ||
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Integrated marketing and case management design
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|-
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| Topic 3 || CC-5-3 || First call resolution program design || ||
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Topic 5 CC-5-5
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|-
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Security process and procedure considerations
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| Topic 4 || CC-5-4 || Integrated marketing and case management design || ||
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|-
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| Topic 5 || CC-5-5 || Security process and procedure considerations || ||
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|-
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|}
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[[Category:Learning:Contact Centre]]
+
[[Category:Topic:Contact Centre]]

Latest revision as of 09:19, 18 August 2017

Contact Centre training is how to use bxp software within the contact centre environment.

Our training courses available are:


1 Level 1

Topic Code Title Link Document
Topic 1 CC-1-1 Introduction to bxp software CC-1-1_Introduction_to_bxp_software [1]
Topic 2 CC-1-2 Introduction to Contact Centres [2]
Topic 3 CC-1-3 Introduction to Blended Form Structure CC-1-3_Introduction_to_the_Blended_Form_Structure [3]
Topic 4 CC-1-4 Introduction to Contact Centre Reporting [4]
Topic 5 CC-1-5 Introduction to Form Outcomes [5]

2 Level 2

Topic Code Title Link Document
Topic 1 CC-2-1 Security and Custom Interface configuration [6]
Topic 2 CC-2-2 Data import management Form - Data Import
Topic 3 CC-2-3 Outbound contact management [7]
Topic 4 CC-2-4 Data Profiling - Custom reporting (CC) [8]
Topic 5 CC-2-5 Logic management Logic Management

3 Level 3

Topic Code Title Link Document
Topic 1 CC-3-1 System security management Security - Start Here
Topic 2 CC-3-2 Form optimisations Quality checks
Topic 3 CC-3-3 Learning and Knowledge Base Integration Form - Integrating documentation
Topic 4 CC-3-4 Mailbox and Social Media integration CC-3-4 Mailbox and Social Media Integration
Topic 5 CC-3-5 Project management and work list configurations Scenario - bxp as a Project Management toolkit


4 Level 4

Topic Code Title Link Document
Topic 1 CC-4-1 Managing live contact records File:CC-4-1 - Managing live contact records v1-2.pdf
Topic 2 CC-4-2 Linked form setup Form - Cross Linked setup
Topic 3 CC-4-3 CTI Integration Scenario - bxp Integration with a Phone System
Topic 4 CC-4-4 Case management & reporting File:CC-4-4 - Case Management and Reporting v1-1.pdf
Topic 5 CC-4-5 Centralised record management Scenario - bxp and Person-centric design


5 Level 5

Topic Code Title Link Document
Topic 1 CC-5-1 Unified communications and program design
Topic 2 CC-5-2 Muti-Form program design
Topic 3 CC-5-3 First call resolution program design
Topic 4 CC-5-4 Integrated marketing and case management design
Topic 5 CC-5-5 Security process and procedure considerations
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