Customer Interaction Solutions Training Packages

Each package consists of specific modules grouped together to suit the most popular training requests. Web-based training sessions typically last up to 4 hours, with the exception of Contact Center Scheduling training (up to 8 hours). We can also customize a training package to suit your business needs. You can submit a training request Online or by phone (613-599-0045, option 6).    Training Packages  prairieFyre offers the following Customer Interaction Solutions training packages: ¨        Contact Center Management – Daily user ¨        Contact Center Management – Network Administrator ¨        Contact Center Scheduling    ¨        Intelligent Queue ¨        Multimedia Contact Center

Contact Center Management – Daily User Our most popular choice! This package is for daily users, typically supervisors and managers of a contact center, who will use Contact Center Management on a regular basis. This training package includes ¨        YourSite configuration ¨        Running reports ¨        Scheduling reports ¨        Printing and emailing reports automatically ¨        Forecasting Tool ¨        Contact Center Client – Real-time

Contact Center Management - Network Administrator This package is for technical support staff who are responsible for maintaining and configuring the Contact Center Management software on a regular basis after installation. This training package includes ¨        YourSite Enterprise ¨        YourSite configuration ¨        Security ¨        Contact Center Client – Network Monitor ¨        Contact Center Client – Management ¨        Data Mining – SMDR Inspector ¨         Data Mining – ACD Inspector   NOTE: If you own ACD Resiliency, Interactive Contact Center, Interactive Visual Queue, Contact Center PhoneSet Manager, Contact Center Softphone, Flexible Reporting, or Contact Center Screen Pop, and would like include the application in your training package, please indicate so on your training request form or contact us to discuss custom training options.

Contact Center Scheduling Package This training package is for administrators who are responsible for scheduling staff using the Contact Center Scheduling software and measuring schedule adherence using the real-time Schedule Adherence software. Web based training is delivered in a “staged process”. It is broken down into a minimum of four separate two hour training sessions. On-site training requires a minimum of two full days to complete the sessions. The training package includes ¨        Configuring Contact Center Scheduling ¨        Creating schedules ¨        Modifying schedules ¨        Using the Forecast tool ¨        Using Schedule Adherence ¨        Running reports

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Intelligent Queue Version 5 Package This training package is for administrators who want to gain a general understanding of their existing Intelligent Queue Version 5 setup and learn how to manage the software. This training package includes ¨        Preamble à     Product overview à     Call processing flow chart à     Description of core and optional features à     Viewing purchasable options ¨        Music Manager à     How to create a play list ¨        Action plans à     Message à     Routing à     Management à     Interactive tree ¨        Conditions à     Schedule à     Other ¨        Callback processing ¨        Recording calls

Multimedia Contact Center Package This training package is designed for supervisors, managers, and agents. We tailor the training to the customers needs. The course can include end user training for agents who respond to email, chat, and/or fax contacts, as well as training for supervisors who manage and report on agent and queue performance.   The Multimedia Contact Center software includes ¨        Email ¨        Fax ¨        WebChat

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