1. Next Generation Pre-packaged Ready to Go CRM and Internet Contact Centres Contact Central End-user and Supervisor training ======CLIENT_NAME_REMOVED== =

2. Next Generation Pre-packaged Ready to Go CRM and Internet Contact Centres Todays agenda Introductions Contact Centrals overview Formal training session –Discovery (The buttons) You do, I watch –Demonstration I do, you watch (and take notes) Exercise –Hands on familiarisation You work, I help (Practice as Agents) Accreditation –Self review You do/review each other –Final review: certification You show / I grade Next steps We discuss –Key dates When do we start? –What will happen on Day 1? –Where can I go for help?

3. Next Generation Pre-packaged Ready to Go CRM and Internet Contact Centres Introductions Tell us a bit more about yourself: Name, job role previous role What is your previous experience with automated call centre systems (0=none to 5=expert)? What is your previous training experience (0=none to 5=expert)? Is there a particular question you want to be answered today?

4. Next Generation Pre-packaged Ready to Go CRM and Internet Contact Centres Material provided Quick Reference Guide and Business Rules booklet Exercises (to keep as examples) –The buttons –Practice as Agents Accreditation sheet Feedback form

5. Next Generation Pre-packaged Ready to Go CRM and Internet Contact Centres Some words from our sponsor…

6. Next Generation Pre-packaged Ready to Go CRM and Internet Contact Centres Insert short presentation from a project sponsor (not more than 2 slides) The presentation should be for 15 mins max Have a sponsor will give momentum to your session DELETE THIS SLIDE IF THERE IS NO SPONSOR FOR THE SESSION

7. Next Generation Pre-packaged Ready to Go CRM and Internet Contact Centres Contact Central Overview

8. Next Generation Pre-packaged Ready to Go CRM and Internet Contact Centres What is Contact Central? Contact Central is a Manages several media in a single place (you will use it for calls, emails ….) Integrates phone and CRM capabilities (CC can identify an incoming caller and retrieve his/her history before I get the call) Uses Voice over IP (My PC is a phone that can receive or make call to landlines / mobiles) Contact Central is a solution that:

9. Next Generation Pre-packaged Ready to Go CRM and Internet Contact Centres The Contact Central Solution

10. Next Generation Pre-packaged Ready to Go CRM and Internet Contact Centres Switchboard Request for information (InfoBase, leaflets) Transfer Call without data Transfer Call with data (I.e. social care direct) Data capture with data transfer (I.e. trading standards) Malicious calls Service (3 Cs) Complaints, compliments, comments Target: 80% of calls answered within 15 seconds What are the main types of calls that you will have to deal with?

11. Next Generation Pre-packaged Ready to Go CRM and Internet Contact Centres Before we start Training logins Test number: 0207 825 74 70 Wrap codes and no ready: use only Comments / Emails: Test1, Test2 etc… Use short messages in your tests (Conversations are recorded) >>> CUSTOMISE <<<

12. Next Generation Pre-packaged Ready to Go CRM and Internet Contact Centres End user training Formal demonstration

13. Next Generation Pre-packaged Ready to Go CRM and Internet Contact Centres Exercise Hands-on familiarisation

14. Next Generation Pre-packaged Ready to Go CRM and Internet Contact Centres Accreditation Self-review & Final review

15. Next Generation Pre-packaged Ready to Go CRM and Internet Contact Centres Next Steps When do we start using Web Communicator?

16. Next Generation Pre-packaged Ready to Go CRM and Internet Contact Centres Next steps Key dates: when do we start? What will happen on day 1? Where do I go for help? Questions and Answers

17. Next Generation Pre-packaged Ready to Go CRM and Internet Contact Centres Key dates List project key dates Outline the KICK-OFF DATE List other important dates: –Retraining –User review –Etc…

18. Next Generation Pre-packaged Ready to Go CRM and Internet Contact Centres What happens on Day 1? State that people should start using the new tool AND stop using the old one Make comments, if necessary, on the mistakes that people may do (learning curve) Tell people what theyve got to get right: –Am I green? –Have I wrapped up my call? Indicate / Designate floorwalkers

19. Next Generation Pre-packaged Ready to Go CRM and Internet Contact Centres Where can I go for help? Launch period (from dd/mm (go-live date) to dd/mm (end of launch support)) –List whom to contact: Face-to-face Phone Email Support structure following go-live –Person –Email –Phone

20. Next Generation Pre-packaged Ready to Go CRM and Internet Contact Centres Questions & Answers

21. Next Generation Pre-packaged Ready to Go CRM and Internet Contact Centres Todays agenda Introductions Contact Centrals overview Formal training session –Discovery (The buttons) You do, I watch –Demonstration I do, you watch (and take notes) Exercise –Hands on familiarisation You work, I help (Practice as Agents) Accreditation –Self review You do/review each other –Final review: certification You show / I grade Next steps We discuss –Key dates:when do we start? –What will happen on Day 1? –Where can I go for help?

22. Next Generation Pre-packaged Ready to Go CRM and Internet Contact Centres Quick Introductions Who, what where.

23. Next Generation Pre-packaged Ready to Go CRM and Internet Contact Centres Introductions Tell us a bit more about yourself: Name, job role What is your previous experience with automated call centre systems (1=poor- 10=excellent)? What is your experience as a System Administrator (1=poor-10=excellent)? Is there a particular question you want to be answered today?

24. Next Generation Pre-packaged Ready to Go CRM and Internet Contact Centres Sorting and querying data

25. Next Generation Pre-packaged Ready to Go CRM and Internet Contact Centres Sorting data Selecting data –Column Example –Sort by start date

26. Next Generation Pre-packaged Ready to Go CRM and Internet Contact Centres Sorting data Selecting data –Column Example –Sort by start date Columns displayed –Example Hide Reorder

27. Next Generation Pre-packaged Ready to Go CRM and Internet Contact Centres Querying the data New query Execute query

28. Next Generation Pre-packaged Ready to Go CRM and Internet Contact Centres Refining the Query Refining existing Edit –Query Refine

29. Next Generation Pre-packaged Ready to Go CRM and Internet Contact Centres Refining the Query Refining existing Edit –Query Refine Save enquiry –Save as For Later use

30. Next Generation Pre-packaged Ready to Go CRM and Internet Contact Centres Useful Query Useful searches to save >today()-7 >today()-28 Search for dates between X and Y >date and <date Save query as: last 7 days last 28 days calls 21 Dec and 25 Dec

31. Next Generation Pre-packaged Ready to Go CRM and Internet Contact Centres Searches between date and time

32. Next Generation Pre-packaged Ready to Go CRM and Internet Contact Centres Searches = Equal to < Less than > Greater than <> Not equal to <= Less than or equal to >= Greater than or equal to * Any number of characters (including 0) may take the place of the * ( ) Searches for dates within time periods relative to the current date