Difference between revisions of "Contact Centre Training"

From All n One's bxp software Wixi

Jump to: navigation, search
Line 2: Line 2:
  
 
Our training courses available are:
 
Our training courses available are:
 +
  
  
 
== Level 1 ==
 
== Level 1 ==
  
−
Topic 1 CC-1-1
 
−
Introduction to bxp software [http://www.bxpsoftware.com/training/CC-1-1%20-%20Introduction%20to%20Business%20Express%20v1-6.pdf]
 
  
−
Topic 2 CC-1-2
+
{| class="wikitable"
−
Introduction to Contact Centres [http://www.bxpsoftware.com/training/CC-1-2%20-%20Introduction%20to%20Contact%20Centres%20v1-4.pdf]
+
! style="width:10%" | Topic
 +
! style="width:10%" | Code
 +
! style="width:40%" | Title
 +
! style="width:20%" | Link
 +
! style="width:20%" | Document
 +
|-
 +
| Topic 1 || CC-1-1 || Introduction to bxp software || ||  [http://www.bxpsoftware.com/training/CC-1-1%20-%20Introduction%20to%20Business%20Express%20v1-6.pdf]
 +
|-
 +
| Topic 2 || CC-1-2 || Introduction to Contact Centres || || [http://www.bxpsoftware.com/training/CC-1-2%20-%20Introduction%20to%20Contact%20Centres%20v1-4.pdf]
 +
|-
 +
| Topic 3 || CC-1-3 || Introduction to Blended Form Structure || || [http://www.bxpsoftware.com/training/CC-1-3%20-%20Introduction%20to%20Blended%20Form%20Structure%20v1-3.pdf]
 +
|-
 +
| Topic 4 || CC-1-4 || Introduction to Contact Centre Reporting || || [http://www.bxpsoftware.com/training/CC-1-4%20-%20Introduction%20to%20Contact%20Centre%20Reporting%20v1-2.pdf]
 +
|-
 +
| Topic 5 || CC-1-5 || Introduction to Form Outcomes || || [http://www.bxpsoftware.com/training/CC-1-5%20-%20Introduction%20to%20Form%20Outcomes%20v1-0.pdf]
 +
|-
 +
|}
 +
  
−
Topic 3 CC-1-3
+
−
Introduction to Blended Form Structure [http://www.bxpsoftware.com/training/CC-1-3%20-%20Introduction%20to%20Blended%20Form%20Structure%20v1-3.pdf]
+
== Level 2 ==
  
−
Topic 4 CC-1-4
 
−
Introduction to Contact Centre Reporting [http://www.bxpsoftware.com/training/CC-1-4%20-%20Introduction%20to%20Contact%20Centre%20Reporting%20v1-2.pdf]
 
  
−
Topic 5 CC-1-5
+
{| class="wikitable"
−
Introduction to Form Outcomes [http://www.bxpsoftware.com/training/CC-1-5%20-%20Introduction%20to%20Form%20Outcomes%20v1-0.pdf]
+
! style="width:10%" | Topic
 +
! style="width:10%" | Code
 +
! style="width:40%" | Title
 +
! style="width:20%" | Link
 +
! style="width:20%" | Document
 +
|-
 +
| Topic 1 || CC-2-1 || Security and Custom Interface configuration || || [http://www.bxpsoftware.com/training/CC-2-1%20-%20Security%20and%20Custom%20Interface%20configuration%20v1-4.pdf]
 +
|-
 +
| Topic 2 || CC-2-2 || Data import management || [[Form_-_Data_Import]] ||
 +
|-
 +
| Topic 3 || CC-2-3 || Outbound contact management || || [http://www.bxpsoftware.com/training/CC-2-3%20Outbound%20contact%20management%20v1-0.pdf]
 +
|-
 +
| 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]
 +
|-
 +
| Topic 5 || CC-2-5 || Logic management || [[Logic_Management]] ||
 +
|-
 +
|}
  
−
 
−
 
−
== Level 2 ==
 
  
−
Topic 1 CC-2-1
 
−
Security and Custom Interface configuration  [http://www.bxpsoftware.com/training/CC-2-1%20-%20Security%20and%20Custom%20Interface%20configuration%20v1-4.pdf]
 
−
 
−
Topic 2 CC-2-2
 
−
Data import management [[Form_-_Data_Import]]
 
−
 
−
Topic 3 CC-2-3
 
−
Outbound contact management  [http://www.bxpsoftware.com/training/CC-2-3%20Outbound%20contact%20management%20v1-0.pdf]
 
−
 
−
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]
 
  
−
Topic 5 CC-2-5
 
−
Logic management  [[Logic_Management]]
 
−
 
−
 
 
== Level 3 ==
 
== Level 3 ==
−
+
 
−
Topic 1 CC-3-1
+
 
−
System security management [[Security_-_Start_Here]]
+
{| class="wikitable"
−
+
! style="width:10%" | Topic
−
Topic 2 CC-3-2
+
! style="width:10%" | Code
−
Form optimisations [[Quality_checks_when_setting_up_a_campaign]]
+
! style="width:40%" | Title
−
+
! style="width:20%" | Link
−
Topic 3 CC-3-3
+
! style="width:20%" | Document
−
Learning and Knowledge Base Integration [[Form_-_Integrating_Documentation]]
+
|-
−
+
| Topic 1 || CC-3-1 || System security management || [[Security_-_Start_Here]] ||
−
Topic 4 CC-3-4
+
|-
−
Mailbox and Social Media integration [[CC-3-4_Mailbox_and_Social_Media_integration]]
+
| Topic 2 || CC-3-2 || Form optimisations || [[Quality_checks_when_setting_up_a_campaign]] ||
−
+
|-
−
Topic 5 CC-3-5
+
| Topic 3 || CC-3-3 || Learning and Knowledge Base Integration || [[Form_-_Integrating_Documentation]] ||
−
Project management and work list configurations [[Scenario_-_bxp_as_a_Project_Management_Toolkit]]
+
|-
−
+
| 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]] ||
 +
|-
 +
|}
 +
 
 +
 
 
 
 
== Level 4 ==
 
== Level 4 ==
 
 
−
Topic 1 CC-4-1
+
 
−
Managing live contact records [[File:CC-4-1_-_Managing_live_contact_records_v1-2.pdf]]
+
{| class="wikitable"
−
+
! style="width:10%" | Topic
−
Topic 2 CC-4-2
+
! style="width:10%" | Code
−
Linked form setup [[Form_-_Cross_Linked_setup]]
+
! style="width:40%" | Title
−
+
! style="width:20%" | Link
−
Topic 3 CC-4-3
+
! style="width:20%" | Document
−
CTI Integration [[Scenario_-_bxp_Integration_with_a_Phone_System]]
+
|-
−
+
| Topic 1 || CC-4-1 || Managing live contact records || || [[File:CC-4-1_-_Managing_live_contact_records_v1-2.pdf]]
−
Topic 4 CC-4-4
+
|-
−
Case management & reporting  [[File:CC-4-4_-_Case_Management_and_Reporting_v1-1.pdf]]
+
| Topic 2 || CC-4-2 || Linked form setup || [[Form_-_Cross_Linked_setup]] ||
−
+
|-
−
Topic 5 CC-4-5
+
| Topic 3 || CC-4-3 || CTI Integration || [[Scenario_-_bxp_Integration_with_a_Phone_System]] ||
−
Centralised record management [[Scenario_-_bxp_and_Person-centric_design]]
+
|-
 +
| 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]] ||
 +
|-
 +
|}
 +
 
 +
 
  
 
== Level 5 ==
 
== Level 5 ==
 +
 
 
−
Topic 1 CC-5-1
+
{| class="wikitable"
−
Unified communications and program design
+
! style="width:10%" | Topic
−
+
! style="width:10%" | Code
−
Topic 2 CC-5-2
+
! style="width:40%" | Title
−
Muti-Form program design
+
! style="width:20%" | Link
−
+
! style="width:20%" | Document
−
Topic 3 CC-5-3
+
|-
−
First call resolution program design
+
| Topic 1 || CC-5-1 || Unified communications and program design || ||
−
+
|-
−
Topic 4 CC-5-4
+
| Topic 2 || CC-5-2 || Muti-Form program design || ||
−
Integrated marketing and case management design
+
|-
−
+
| Topic 3 || CC-5-3 || First call resolution program design || ||
−
Topic 5 CC-5-5
+
|-
−
Security process and procedure considerations
+
| Topic 4 || CC-5-4 || Integrated marketing and case management design || ||
 +
|-
 +
| Topic 5 || CC-5-5 || Security process and procedure considerations || ||
 +
|-
 +
|}
 +
 
  
  
 
[[Category:Topic:Contact Centre]]
 
[[Category:Topic:Contact Centre]]

Revision as of 21:42, 7 August 2016

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 [1]
Topic 2 CC-1-2 Introduction to Contact Centres [2]
Topic 3 CC-1-3 Introduction to 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_when_setting_up_a_campaign
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
Retrieved from ‘https://www.bxpsoftware.com/wixi/index.php?title=Contact_Centre_Training&oldid=6897’