One of the contact center training fundamentals is learning how to effectively use the tools provided. And these solutions’ suppliers are readily to oblige by offering training both instructor-led and/or online eLearning. The payoffs for them are happier, more satisfied customers and with this recommendations and references from them that attract other clients and reduced support costs.

Interactive Intelligence is one well-known supplier that offers a wide range of instructor-led training classes on its contact center-used solutions, along with online, onsite and customized training and books. Delivered via the firm’s Education Services section they are aimed at contact center directors, managers, supervisors, administrators, analysts, planners and forecasters. The instructor-led classes are offered at several locations; some sessions are web-based.

Here are the topics being covered. As with any class these do fill up, so sign up as soon as possible.

--Adv Handler Development 3.0

--IC Handler Development 3.0

--Interaction Dialer Installation and Configuration 3.0

--ICELib Concepts 3.0

--Interaction Optimizer Deployment & Administration 3.0

--Interaction Attendant 3.0

--CIC Installation & Configuration 3.0

--IC VoIP Professional Bootcamp 3.0

--VoIP Deployment Bootcamp for CIC 3.0

--IC Administration for Operations 3.0

--Implementing Speech for the IC Platform

--IC Reporting Workshop - Web Based

--IPA Consulting Methodology 3.0

--Interaction Recorder Deployment 3.0

--Interaction Dialer for Administrators 3.0

--Interaction Recorder Administration 3.0

--Interaction Optimizer for Administrators

--IPA Design and Implementation

Interactive Intelligence’s (News - Alert) online classes are delivered through its ININ University via the ININ University Online Passport. This is a comprehensive curriculum of complete training courses via computer-based training or CBTs, webinars and on-demand learning a.k.a. EduBytes.  Purchasing the Online Passport provides one login for the entire contact center for one year with access to every ININ Education Services CBT, webinar, and ever-growing library of EduBytes. To assist there are “eTrainers” available via e-mail for questions.

Product training is just one part of the contact center training picture. The other is the skillsets: customer service, support and management, and certification on them that require the use and management of these tools.

The RCCSP Professional Education Alliance offers a comprehensive and widely-offered array of contact center training and certification courses delivered instructor-led, online and optional onsite. They cover areas such as contact center management and supervision, CRM, customer satisfaction, IVR design, knowledge management, metrics, analytics and reporting, support, QA and workforce management. There are sessions that provide grounding on contact center fundamentals and intensive five-day Boot Camps in key areas.