Who should attend:

Contact Centre Agents and Supervisors who will be using CCA.

Duration:

1 Day.

Location Requirements:

Customer Premises (Requirements - Training Room set up Maximum 40 agents per day, based on groups of  8)

Number of Participants:

8 per session in training room environment.

Methods:

l  Lectures, Guided Assignments

l  PowerPoint Presentations

l  Practical Exercises

Prerequisite:

Basic PC skills

Programme:

Aim: 

To obtain a good understanding of the CCA functions

l  Overview of CCA Functions 

l  Agent Views of the Toolbar

l  Log On/Log Off (PC) 

l  Withdraw/Wrap Up/Supervisor Help (PC) 

l  Log On/Log Off (Manual)

l  Withdraw/Wrap Up/Supervisor Help (Manual)

l  Headset Facility 

l  Handset Overview

Click here to see the scheduled dates for this course.