Who should attend:
Contact Centre Managers/Supervisors.
Duration:
3 Days.
Location Requirements:
Amillan Training Centre.
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:
l Overview Log in/Log Out
l Menu Options/toolbar/Visual CC
l Qualification and Routing Navigator
l Performance Indicators/Real Time
l Configuration
l Service
l Segment
l Queue
l Resource Group
l Agent
l Skills Based Routing
l Estimated Wait Tables
l CCD back-up
l User Accounts
l Preferences
l Statistics
l File/Database Purge
l Quick Look
