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EncartaLabs

OpenText Qfiniti - Application Setup and Design

( Duration: 1 Day )

The OpenText Qfiniti - Application Setup and Design training course is intended for Call center managers, supervisors, software administrators, evaluation stakeholders, quality analysts, and other stakeholders. This course helps you to prepare an implementation strategy for Qfiniti Observe and Advise.

  • This OpenText Qfiniti - Application Setup and Design workshop is ideal for Functional / Business Analysts

  • Familiar with organization's call center metrics and operations

COURSE AGENDA

1

Locate specific recordings and evaluations

2

Define recording requirements

3

Define quality assurance monitoring and evaluation requirements

4

Review the appeal process

5

Discuss calibration

6

Discuss peer coaching and self-evaluation options

7

Review the current scoring model

8

Discuss the reporting structure and define requirements

9

Define change objectives

10

Define Measurements for Quality

11

Define Measurements for Productivity

12

Define organization hierarchy

Define roles and permissions

14

Define evaluation forms and scoring

15

Define agent involvement

Define reporting

17

Schedule product familiarization sessions

18

Determine training strategy and schedule

Encarta Labs Advantage

  • One Stop Corporate Training Solution Providers for over 6,000 various courses on a variety of subjects
  • All courses are delivered by Industry Veterans
  • Get jumpstarted from newbie to production ready in a matter of few days
  • Trained more than 50,000 Corporate executives across the Globe
  • All our trainings are conducted in workshop mode with more focus on hands-on sessions

View our other course offerings by visiting https://www.encartalabs.com/course-catalogue-all.php

Contact us for delivering this course as a public/open-house workshop/online training for a group of 10+ candidates.

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