Objectives and Scope:
This course will give agents the ability to log into the system, use the soft phone for call control (such as conferencing and transferring calls) and to change agent states. This course will also give the students the exposure to how to use the logout/not-ready reason codes and wrap-up data descriptors and how the information is used in the Enterprise Data window. Students will also learn how to use the chat feature to send text messages to supervisors and other agents. In addition, they will learn how to view personal and skill statistics. This course is available via webinar or at the customer site.

Recommended Attendees include those responsible for:

• Taking inbound calls at the call center and servicing the needs of their company's customers

• Those who supervise the reps taking the inbound calls

• Those responsible for training Contact Center Agents

Typical Titles Include:

• Customer Service Representative

• Customer Service Supervisor (This course is a prerequisite for Spanlink’s Cisco Supervisor Desktop course)

• Contact Center Trainers
   

Tuition:

• Customer Site-  $3,000/day and $550 per session for additional sessions 
  (4 session minimum which can include Agent Sessions.  Max of 12 participants per class.  Price does not include travel and expenses)

• Webinar-  $375 per session 

Duration:  1½ hours

Cancellation Policy:
Click here for Cancellation Policy

Registration:
Please contact your project manager or training@spanlink.com if you are interested in this course via webinar or at the customer site. (Note travel and expenses will be charged separately for customer site training).

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Cancellation Policy

Participant Cancellation: Enrolled Participants are expected to attend the classes for which they are registered unless circumstances require cancellation or sending a substitute.  In the event of participant cancellation, written or e-mail notice of cancellation must be received at least ten (10) business days prior to the scheduled start of the class.  This advance notice allows for possible enrollment of other possible participants who may be on a waiting list.  Failure to provide written notification of a substitute attendee will result in a cancellation fee of 25% of the course tuition for the participant.  In the event of participant substitution, the enrolled participant is responsible to provide Spanlink with the name of the substitute participant at least one (1) business day prior to the scheduled start of the class.

Spanlink Cancellation: Spanlink reserves the right to cancel, postpone, or reschedule a class at any time if deemed necessary.  If a class needs to be cancelled or rescheduled, we will notify you as soon as possible to allow you to cancel travel arrangements.  While we strive to hold all scheduled classes as scheduled, there are occasionally circumstances that require us to cancel or postpone a particular class.

If you have any questions regarding this policy, please contact your course instructor or email us at training@spanlink.com.

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