Difference between revisions of "Contact Centre Training"
From All n One's bxp software Wixi
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Philip Lacey (talk | contribs) |
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| 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 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 2 || CC-2-2 || Data import management || [[Form_-_Data_Import | 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 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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| 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 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]] || | + | | Topic 5 || CC-2-5 || Logic management || [[Logic_Management | Logic Management]] || |
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! style="width:20%" | Document | ! style="width:20%" | Document | ||
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| − | | Topic 1 || CC-3-1 || System security management || [[Security_-_Start_Here]] || | + | | Topic 1 || CC-3-1 || System security management || [[Security_-_Start_Here | Security - Start Here]] || |
|- | |- | ||
| − | | Topic 2 || CC-3-2 || Form optimisations || [[Quality_checks_when_setting_up_a_campaign]] || | + | | Topic 2 || CC-3-2 || Form optimisations || [[Quality_checks_when_setting_up_a_campaign | Quality checks]] || |
|- | |- | ||
| − | | Topic 3 || CC-3-3 || Learning and Knowledge Base Integration || [[Form_-_Integrating_Documentation]] || | + | | Topic 3 || CC-3-3 || Learning and Knowledge Base Integration || [[Form_-_Integrating_Documentation | Form - Integrating documentation]] || |
|- | |- | ||
| − | | Topic 4 || CC-3-4 || Mailbox and Social Media integration || [[CC-3-4_Mailbox_and_Social_Media_integration]] || | + | | 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]] || |
|- | |- | ||
| − | | Topic 5 || CC-3-5 || Project management and work list configurations || [[Scenario_-_bxp_as_a_Project_Management_Toolkit]] || | + | | 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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| Topic 1 || CC-4-1 || Managing live contact records || || [[File:CC-4-1_-_Managing_live_contact_records_v1-2.pdf]] | | 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 2 || CC-4-2 || Linked form setup || [[Form_-_Cross_Linked_setup | Form - Cross Linked setup]] || |
|- | |- | ||
| − | | Topic 3 || CC-4-3 || CTI Integration || [[Scenario_-_bxp_Integration_with_a_Phone_System]] || | + | | Topic 3 || CC-4-3 || CTI Integration || [[Scenario_-_bxp_Integration_with_a_Phone_System | 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 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]] || | + | | Topic 5 || CC-4-5 || Centralised record management || [[Scenario_-_bxp_and_Person-centric_design | Scenario - bxp and Person-centric design]] || |
|- | |- | ||
|} | |} | ||
Revision as of 21:45, 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 | |
| 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 |
