Difference between revisions of "Contact Centre Training"
From All n One's bxp software Wixi
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| − | | Topic 1 || CC-1-1 || Introduction to bxp software || [[CC-1-1_Introduction_to_bxp_software]] || [ | + | | 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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| − | | Topic 2 || CC-1-2 || Introduction to Contact Centres || || [ | + | | 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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| − | | Topic 3 || CC-1-3 || Introduction to Blended Form Structure || [[CC-1-3_Introduction_to_the_Blended_Form_Structure]] || [ | + | | 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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| − | | Topic 4 || CC-1-4 || Introduction to Contact Centre Reporting || || [ | + | | 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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| − | | Topic 5 || CC-1-5 || Introduction to Form Outcomes || || [ | + | | 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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| − | | Topic 1 || CC-2-1 || Security and Custom Interface configuration || || [ | + | | 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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| Topic 2 || CC-2-2 || Data import management || [[Form_-_Data_Import | Form - Data Import]] || | | Topic 2 || CC-2-2 || Data import management || [[Form_-_Data_Import | Form - Data Import]] || | ||
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== Level 3 == | == Level 3 == | ||
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 |
