Who should attend:

Everyday use of Contact Centre Supervisors, Team Leaders responsible for Management.

Duration:

1 Day.

Location Requirements:

Amillan Training Centre.

Number of Participants:

Between 2 and 6 per session.

Methods:

l  Lectures, Guided Assignments

l  PowerPoint Presentations

l  Practical Exercises

Prerequisite:

Experience of Windows PC’s and Excel

Programme:

l  Real Time Views 

l  Understand the call distribution/routing

l  Personalise the agent and supervisors sets 

l  Personalise the CCS 

l  Access rights

l  Analyse and understand the real time information

l  Launch statistical requests 

l  Creating basic excel templates for statistics

Click here to see the scheduled dates for this course.