Education and Training
Operational Training
We offer three main courses on operational training for your employees, as well as a wide range of specially designed courses. Software documentation is also provided as well as the possibility of requesting more training sessions on a variety of specific topics.
InConcert Agent
Practical session about how the inConcert Agent Desktop application works. All the interface's functionalities and operation modes are explained in such a way that contact center agents gain full knowledge of the application's utilities.
By the end of the training, participants will be qualified to:
- By the end of the training session, participants will be qualified to process all types of interactions supported by the agent's interface (mail, chat, telephone, etc.).
- General features of the application.
- Integration possibilities with 3rd party apps, CRM's, Scripts.
- Application buttons (description of their functionalities):How to transfer a call. How to answer chat requests. How to listen to voice mail. Etc..
- Description of Interactions that can be processed.
- Hands-on practice processing each interaction type.
InConcert Supervisor
The course deals with how to operate the inConcert Supervisor. All its functionalities and operation modes are detailed in such a way that contact center supervisors gain full understanding of the applications's features.
By the end of the training, participants will be qualified to:
- Perform real time monitoring of all interactions, increase productivity and control service level compliance.
- Access charted information updated in real-time, about agent productivity, service levels, the flow of processed interactions, etc.
- Audit contact center operations via silent monitoring of interactions, recording and participating, on-demand, in conversations.
- Promptly identify and solve operational problems.
- General features of the application.
- Reading of interface documentation.
- Access to the functionalities: Call recording, changing agent-status, intervention and silent monitoring of calls, resource re-assignment, access to graphics in real-time, chat with the various service center resources, etc.
InConcert Administrator
Operation of the inConcert Administrator application. During the session, all the interface's functionalities and operation modes are explained in detail, so that contact center administrators gain a general understanding of the module's utilities.
- General features of inConcert Administrator.
- Media player access and operation.
- Access to statistical reports.
- Campaign configuration.
- User configuration and maintenance.
- Dialing system configuration and management of contacts.
By the end of the training, participants will be qualified to:
- Create, eliminate and modify users.
- Create, eliminate and modify agent profiles.
- Link agents to different campaigns and dynamically change their grouping.
- Create and edit new supervision profiles.
- Link each campaign to its supervisor or supervisors.
- Assign the telephony routes to be used for each of the contact center's campaigns.
- Determine and configure interaction distribution rules to be applied in each campaign.
- Access the contact center's statistical reports.
- Establish thresholds and average duration times for attention.
- Define agent abilities for the various interactions processed by the service center and for each of the campaigns to which they are assigned
- Manage, configure and incorporate different skill sets.
- Manage, handle and project outgoing calls using predictive dialing (when applicable).
- Manage and project outgoing calls.
- Assign work schedules and exceptions for each campaign.
- Access historical information of the contact center's operational parameters.
Technical Training
We understand that having skilled personnel adds value to your operations and to the application of our solution. Therefore our Educational Services include two levels of training in development and design, as well as a technical training course.
The courses are designed to provide formation in specific areas, so that your personnel can actively work on customizing the solution to your operational needs.
InConcert IVR Designer
Learn how to design and develop complex IVR applications by using the inConcert IVR Designer.
- An overview of inConcert solutions, their functionalities and technical characteristics.
- Process design using the IVR Designer tool.
- Manipulation of calls in the IVR system.
- Transfer of calls from IVR to an agent group or internal company extension.
(*) Prior Skills and Knowledge Needed: Understanding of programming logic, database programming in SQL (not mandatory).
InConcert Script Designer
Learn how to design management applications that will work as front-end apps for agents, using the inConcert Scripting Developer.
- Design of basic data capture scripts.
- Dialogue designer.
- Integration using CTI-Popup.
- inConcert API.
(*) Prior Skills and Knowledge Needed: Database administration; Database programming in SQL; an understanding of object-based Visual programming.
InConcert Technician
This course provides participants with the tools needed to install inConcert solutions, provide first and second level support and be intermediaries for inConcert engineers in problem resolution.
- Functionalities, features and architecture of inConcert products.
- Software and Hardware requirements for server and inConcert client installations.
- Integration using CTI-Popup.
- Installation and configuration of inConcert servers with all functionalities.
- Updating of inConcert installations.
(*) Prior Skills and Knowledge Needed: Installation and Updating of operating systems; Microsoft Windows and Linux; an understanding of telephony, Local Area Networks (LAN) and hardware.
If you wish to learn more about our training services, please contact us at: education@inConcertCC.com
Products
- inConcert Allegro Contact Center
- inConcert IVR
- inConcert Voice Blaster
- inConcert Social Desktop
- inConcert D2C
- inConcert Survey
Solutions
- Customer Service
- Telemarketing
- Collections
- Outsourcing CCO / BPO
- Government
- Political Campaigns
- Telco
