8x8 Contact Center
Agent and Supervisor Remote Training
Agents or Supervisors will attend a remote, instructor-led training session and product demonstration on how to use Contact Center.
Who should take this course?link to this section
Agents and supervisors looking to perform tasks and manage interactions within the 8x8 Contact Center.
Course Overviewlink to this section
Agents or Supervisors will attend a remote, instructor-led training session and product demonstration on how to use Contact Center.
The instructor will demonstrate:
- Agent session: How to manage customer interactions in contact center channels (voice, email, chat)
- Supervisor session: How to manage agents and queues, and how to generate historical reports
The customer will receive an electronic copy of class handouts and reference materials.
Virtual sessions can accommodate 40 participants per session. A single session will focus on either Agent tasks or Supervisor tasks (not both).
Engagement Processlink to this section
To arrange a remote, virtual instructor-led training session, please contact Training@8x8.com at least two weeks before the desired training date. Dates are subject to availability.
Course Outcomeslink to this section
At the end of this course, students will be able to perform:
Agent tasks such as:
- Logging into and navigating the Agent Console
- Setting and viewing Agent and Queue status
- Accepting and managing interactions (Phone, Chat, Email)
- Utilizing local CRM
Supervisor tasks such as:
- Viewing traffic and managing contact center queues
- Assigning agents to queues and monitoring agent calls
- Viewing Customer Experience and Post Call surveys
Course Topicslink to this section
- Agent Console
- How to manage customer interactions within Voice, Email and Chat channels
- How to manage Queues and Agents (Supervisor role)
- How to generate Historical Reports (Supervisor role)
:
- Supervisor / End User / Agent
Related Courses
:
Contact Center Adoption Kit
Core modules include introduction to contact center, manage interactions and supervisor functions.
Contact Center Analytics
Set up agent status, resources, and performance as well as queue status, custom metrics, thresholds, dashboards, and wallboards in this self-paced course.
Free Training
:
Contact Center for Supervisors
Learn how to manage customer and agent interactions with 8x8's Contact Center.
Contact Center for Agent Workspace
Did you know that you can improve customer engagement using the 8x8 Contact Center? Access expert Agent Console training & excel in interaction management now!