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Using Workspace Desktop Edition 8.5 eLibrary

eLibrary Description

Using Workspace Desktop Edition 8.5 is a series of eLearning modules designed to train students how to use Workspace Desktop Edition for managing the customer service experience. The eLibrary includes the following modules:

 Getting Started with Workspace
 Inbound Calls
 Team Communication
 Contacts
 Chats
 Emails
 Outbound Calls



Course Topics

1 – Getting Started with Workspace (15 minutes)

 Workspace Desktop Edition Overview

 Logging In

 Setting Your Status

 Team Communicator

2 – Inbound Calls (10 minutes)

 Inbound Calls

 Forwarding Calls

3 – Team Communication (15 minutes)

 Internal Calls

 Hold

 Consults

 Transfers

 Conferences

4 – Contacts (15 minutes)

 Contact Information

 Interaction History

 Contact Directory

5 – Chats (15 minutes)

 Chats (including standard responses)

6 – Emails (15 minutes)

 Emails (including standard responses)

 Workbins

7 – Outbound Calls (20 minutes)

 Outbound Campaigns

 Outbound Calls

Supervisor Course Topics

1 – Team Lead (15 minutes)

 Coaching with Workspace Desktop Edition

 Monitoring with Workspace Desktop Edition

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