Difference between revisions of "Contact Centre Training"

Revision as of 17:54, 3 March 2014

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

Our training courses available are:

1 Level 1

Topic 1 CC-1-1 Introduction to BE

[[- Introduction to bxp software v1-6.pdf]]

Topic 2 CC-1-2 Introduction to Contact Centres

[[- Introduction to Contact Centres v1-4.pdf]]

Topic 3 CC-1-3 Introduction to Blended Form Structure

[[- Introduction to Blended Form Structure v1-3.pdf]]

Topic 4 CC-1-4 Introduction to Contact Centre Reporting

[[- Introduction to Contact Centre Reporting v1-2.pdf]]

Topic 5 CC-1-5 Introduction to Form Outcomes

[[- Introduction to Form Outcomes v1-0.pdf]]

2 Level 2

Topic 1 CC-2-1 Security and Custom Interface configuration

Topic 2 CC-2-2 Data import management

Topic 3 CC-2-3 Outbound contact management

Topic 4 CC-2-4 Data Profiling - Custom reporting (CC)

Topic 5 CC-2-5 Logic management

3 Level 3

Topic 1 CC-3-1 System security management

Topic 2 CC-3-2 Form optimisations

Topic 3 CC-3-3 Learning and Knowledge Base Integration

Topic 4 CC-3-4 Mailbox and Social Media integration

Topic 5 CC-3-5 Project management and work list configurations

4 Level 4

Topic 1 CC-4-1 Managing live contact records

Topic 2 CC-4-2 Linked form setup

Topic 3 CC-4-3 CTI Integration

Topic 4 CC-4-4 Case management & reporting

Topic 5 CC-4-5 Centralised record management

5 Level 5

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