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Download
Brochure
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| Contact Centre Kick Start 2011
Dec 12-15, 2010
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Team Leaders & Supervisors
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CMS : Maximizing Operational Effectiveness
Nov 10-11, 2010 - Dubai, UAE
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At last, a practical-based course
that marries CMS Reporting
& Analytics with key Call Centre
Principles & best practise in
Problem Classification & Resolution
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Business Benefits of Avaya CMS Reporting
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Facilitate Intelligent Decisions | | Rapidly Respond to Changing Conditions | | Manage Contact Center Performance to Meet Business Goals | | Deliver Differentiated Customer Care |
Course content: combines key call centre concepts, practical problem resolution tactics with important CMS reporting and analytical capabilities.
What is unique about the course: is that it is very practical, the main feature that seems to be lacking from other CMS courses.
Cost: per delegate is $1995 or $1795/delegate for groups of 3 or more from the same company.
To Register: Please Click Here
Agenda Summary for the 2 day course
- Introduction to Contact Centre Operations including Goals,
KPIs and Targets
- Problem Classification & Action Types
- Introduction to Avaya CMS - The interface between the ACD
and Operations Management:
- Running CMS Reports
- Scripting CMS Operations
- Administering Contact Centre Agents
- Operational Exceptions
- Timetables and Shortcuts
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Developed by :
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Supported by
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INSIGHTS
P.O. Box : 28794, Dubai, UAE
Tel : +971-4-3329211
Fax : +971-4-3329290
Email : insights@eim.ae
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