Contact Centre Training

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_Business_Express	[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]

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

Topic	Code	Title	Link
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

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

Topic	Code	Title
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