Join us as we take a deep dive into TouchPoint Agent training for Communications Center, CC. This training is designed for both new and experienced agents who would like to better understand and utilize TouchPoint. From best practices for handling interactions, both phone and multimedia, to dealing with callbacks, wrap ups and supervisor assistance, this training will leave your agents prepared to jump right in.
We'll answer questions such as:
What happens if I request a break while I'm on a call?
How do I transfer a call without placing the caller on hold?
Can I conference people into the call? What if I drop off the call during a conference?
What happens when I delete a call from the history tab?
What does the scratch pad do and what is it used for?
You're guaranteed to pick up on some tips and tricks that you can apply to your contact center immediately!
Topics Covered In This Training:
Call Bar best practices
Adding favorites
Using Multimedia Templates
Worktime and Break time Status
Dealing with Callbacks in the queue
Best practices when using Wrapups
Agent TouchPoint QRC
Multimedia TouchPoint QRC
Unified Communications QRC
We are the world’s most reliable contact center technology provider. Our global brand is built on our track-record of consistently honoring our commitments – to our customers, our staff and our shareholders.
Enghouse Interactive, a subsidiary of Enghouse Systems Limited (TSX: ENGH), is a leading global provider of contact center software and service solutions that deliver enhanced customer service and transform the contact center from a cost center into a powerful growth engine. Our Practices and Solutions enable businesses to leverage meaningful, daily customer interactions to extract key insights used to deepen customer loyalty and uncover new opportunities to add value, profitably. Globally, Enghouse Interactive’s divisions support over 10,000 customers across 100+ countries, respecting local regulatory requirements, and supports any telephony technology, whether deployed on premises or in the Cloud, ensuring that our customers can be reached by their customers – anytime, anywhere, and via any channel.
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