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Contact Center Manager Training
One of our Contact Center Managers recently got a new VP, and the VP has been rabid to "improve" the contact center. As a result they have been running around trying to find improvements in process and technology. They have visited a few other contact centers, and when we told them that they have the same technology (Avaya CMS) they suddenly decided they must not be using it properly. The CCM knew we had Avaya, so I am not sure how it was a surprise to the VP. So they keep asking us (the tech people) to tell them what can be done with the system they have. We keep trying to get them to tell us what they want to do, so we can make it happen but they really don't seem to know what they want to do. Anyway, my question is what sort of training is there for Contact Center Managers? I have used Avaya U for a variety of technical training, but I think they would really only benefit from an advanced user style training. They don't do any system administration, but they do use CMS a lot for call data and staffing information. Does anyone have ideas or suggestions that might help? The additional issue is that our version of CMS is 9, which is rather out of date for the platforms they are likely to be providing training on now.
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August 8th, 2007, 08:03 AM
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