| Description |
User Trainings |
Advanced User Trainings |
Developers Training |
| Training Duration: |
Min 1 day |
Min 1 day |
Min 1 day |
| Location: |
Customer premises |
CDE premises |
CDE premises |
| Participants – target group: |
COCOS system users:
- agents, operators, consultants,
- supervisors / team-leaders,
- call center, customer care, sales, marketing managers,
- administrators.
|
Advanced users:
- administrators,
- supervisors / team-leaders,
- IT personnel.
|
Technical personnel with a basic knowledge of programming:
- knowledge of WinOS,
- basics of MsSQL,
- basics of programming,
- general technical knowledge of computer networking and computer telephony integration (CTI technologies).
|
| Training objectives: |
- understanding of COCOS software operations,
- software administration and management,
- understanding of work results and conditions,
- understanding of reports and statistics,
- preparation of reports and analysis.
|
- understanding of COCOS software operations,
- advanced usage of COCOS tools and modules (VSS, CC Administrator, CATI Editor, Campaign Manager and other tolls, etc.),
- 1st level technical support trainings.
|
- understanding of COCOS software operations,
- advanced usage of COCOS tools (editors), where basic development knowledge is required,
- introduction of methods for integration with other (external) systems,
- CIM/CRM system set-up – on a real customer case or test case.
|
| Training topics: |
Presentation of COCOS portfolio - presentation and placement of COCOS products and solutions into customer business processes.
- COCOS CC Administrator,
- COCOS CC Agent and PC phone,
- call campaigns (preparation, import/export, statistics),
- presentation of CIM/CRM applications,
- work flow management (multi level tasking),
- using of other user tools and modules (depending on the complexity of implemented system, communication channels and modules).
|
Presentation of COCOS portfolio - presentation and placement of COCOS products and solutions into customer business processes.
Some of the possible topics:
- COCOS environment (modules, relations between modules),
- agent workstation installation and administration,
- call center administration (users),
- call center server installation and administration,
- call campaigns management (generation, import/export, statistics),
- call center statistics – advanced level,
- entry forms – surveys (basic level, CATI editor),
- IVR/VRU server – installation and administration,
- WFS server installation and administration,
- COCOS CRM model.
|
Presentation of COCOS portfolio.
Some of the possible topics:
- main modules, mutual relations, operations of each module from data flow perspective,
- VRU / IVR server - script language,
- COCOS CRM model,
- CSL language – basic level, syntax, its usage in CATI forms,
- CSL language – advanced usage (SQL & WFS – work flow management support (integration in applications – user forms).
|
| Training methods: |
- lecture,
- practical demonstration,
- discussion.
|
- lecture,
- practical demonstration,
- practical exercises,
- discussion.
|
- lecture,
- practical demonstration,
- practical exercises, workshops,
- discussion,
- test.
|
