Courses

Interaction Center Handler Developer (ICHD) Training

This course builds the students handler foundation or skill set. It provides students with working knowledge of the Interaction Designer (ID), the tools, utilities, methods, and strategies used when modifying or creating handlers. Students attending this course gain practical experience by creating, modifying, debugging, and troubleshooting handlers.  

 

 

 


Start End Delivery Type Location Language Enroll
View Apr 24, 2017 9:30am EST Apr 28, 2017 6:00pm EST Virtual Class English New Learner   Returning Learner
View May 15, 2017 9:30am EST May 19, 2017 6:00pm EST Virtual Class English New Learner   Returning Learner
View May 22, 2017 8:30am May 26, 2017 5:00pm Classroom Frankfurt English New Learner   Returning Learner
View Jun 12, 2017 9:30am EST Jun 16, 2017 6:00pm EST Virtual Class English New Learner   Returning Learner

Interaction Center IceLib Developer (ICID) Training

This course provides the student with the knowledge and skills necessary to successfully utilize the Interaction Center Extension Library (IceLib) to interact with Customer Interaction Center (CIC). 


Start End Delivery Type Location Language Enroll
View Mar 27, 2017 9:30am EST Mar 31, 2017 6:00pm EST Virtual Class English New Learner   Returning Learner

Interaction Dialer Certified Engineer (IDCE) Training

This course is designed for personnel responsible for developing and managing outbound campaign objectives, including compliance considerations and base script development. Employing interactive operational discussion and hands-on labs, students will gain insight into best practices for the outbound contact center, as well as create and modify all aspects of Interaction Dialer.

Additionally, this course provides students with the knowledge and skills necessary to successfully install, configure and support Interaction Dialer and prepare for the IDCE certification exam. 


Start End Delivery Type Location Language Enroll
View Mar 27, 2017 7:30am EST Mar 31, 2017 4:00pm EST Virtual Class Portuguese New Learner   Returning Learner
View Mar 27, 2017 8:30am Mar 31, 2017 5:00pm Classroom Johannesburg English New Learner   Returning Learner
View Apr 3, 2017 8:30am Apr 7, 2017 5:00pm Classroom Amsterdam English New Learner   Returning Learner
View Apr 17, 2017 9:30am EST Apr 21, 2017 6:00pm EST Virtual Class English New Learner   Returning Learner
View Apr 24, 2017 7:30am EST Apr 28, 2017 4:00pm EST Virtual Class Portuguese New Learner   Returning Learner
View May 8, 2017 8:30am May 12, 2017 5:00pm Classroom Auckland English New Learner   Returning Learner
View May 29, 2017 7:30am EST Jun 2, 2017 4:00pm EST Virtual Class Portuguese New Learner   Returning Learner
View Jun 19, 2017 9:30am EST Jun 23, 2017 6:00pm EST Virtual Class English New Learner   Returning Learner

Interaction Optimizer Certified Administrator (IOCA) Training

This course prepares students to be successful in the deployment, configuration, schedule creation and maintenance of Interaction Optimizer.

In this course, students will receive hands-on experience configuring the Interac- tion Optimizer component software while using a customer-based implementation sce- nario throughout the course. Students will work through hands-on labs to create sample schedules and learn how to work with the input parameters, forecasts to achieve accept- able schedules. Students will also gain exposure to the Real Time Adherence module in Interaction Center Business Manager.

Additionally, this course provides students with the knowledge and skills necessary to successfully install, configure and support Interaction Optimizer and prepare for the IOCA certification exam. 


Start End Delivery Type Location Language Enroll
View Mar 27, 2017 9:30am EST Mar 30, 2017 6:00pm EST Virtual Class English New Learner   Returning Learner
View Apr 18, 2017 9:30am EST Apr 21, 2017 6:00pm EST Virtual Class English New Learner   Returning Learner
View May 23, 2017 8:30am May 26, 2017 5:00pm Classroom Naarden English New Learner   Returning Learner
View Jun 27, 2017 9:30am EST Jun 30, 2017 6:00pm EST Virtual Class English New Learner   Returning Learner

Monitoring Contact Center Performance

This course will help you to navigate the common intricacies a contact center Supervisor faces. You want to post statistics for the agents to see but don’t know how. You have members of upper management who would like to be able to “pop” in and see how things are doing but don’t have the time to leave their desk. How can you keep remote employees feeling involved? With all of this going on, you still need to be able to monitor your employees’ performances.

We will look at real-time views of statistics through the Interaction Center Business Manager Supervisor. We’ll explore simple ways you can utilize ICBM and Supervisor iPad Edition to engage your employees regardless of their physical location. We will also delve into a few of the add-on products available, such as Marquee and Interaction Web Portal, that can help with displaying just the right information to just the right people.

 


Start End Delivery Type Location Language Enroll
View Jun 9, 2017 9:30am EST Jun 9, 2017 6:00pm EST Virtual Class English New Learner   Returning Learner

Quality Management in the Contact Center

In this course we will utilize four Interactive Intelligence products to assist the student with building a better customer experience by monitoring and improving employee performance, no matter where they work or how they interact with customers.

 

 


Start End Delivery Type Location Language Enroll
View Apr 17, 2017 7:30am EST Apr 20, 2017 4:00pm EST Virtual Class Portuguese New Learner   Returning Learner
View May 22, 2017 7:30am EST May 25, 2017 4:00pm EST Virtual Class Portuguese New Learner   Returning Learner
View Jun 5, 2017 9:30am EST Jun 8, 2017 6:00pm EST Virtual Class English New Learner   Returning Learner

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