This course provides an introduction to CMS Supervisor. It is designed to educate contact center supervisors on how the system operates, what their reporting options are and, how to locate and run reports in order to manage the contact center efficiently and effectively. This course covers areas such as reporting and agent skills administration.
It explores the back-end of CMS administration, including back-ups, terminal administration and setting up new supervisor logins. It also introduces attendees to the understanding and writing of vectors.
Personnel with the responsibility of supervising call center agents, administering the CMS application, interpreting reports and affecting call flow of the contact center.
To be determined by customer/client.
Instructor-Led with numerous Hands-On Lab activities.
BTS always provides equipment to have a very successful Hands-On course. BTS also encourages all attendees to bring their own equipment to the course. This will provide attendees the opportunity to incorporate their own gear into the labs and gain valuable training using their specific equipment.
