Contact Centre Training

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

Our training courses available are:

Contents

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