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Transcript

Customer Experience Onboarding Guide

A digital guide to your onboarding journey. Use this guide to see your training schedule and get links to key resources.

start

06

FAQ

01

Sessions 1-5

02

Sessions 6-10

03

Sessions 11-15

04

Sessions 16+

05

Resources

Table of Contents

S3

Schedule + Objectives

S4

Schedule + Objectives

S5

Schedule + Objectives

S2

Schedule + Objectives

S1

Schedule + Objectives

Sessions 1-5

The first 5 sessions are centered on getting acclimated to Basys and your general role information. You will also learn basics of some of our main websites we use.

Intro to Basys

HR Training

All Users Start Here

Manager Meeting

Session 1

Review Notes/Study

Intro to Partners + Merchants

World Class Service

Check in with CX

Intro to the role

Session 2

Review Notes/Study

Intro to Basys Systems

Equipment 101 +201

Shadow calls

Intro to Fiserv + TSYS

Session 3

Authorized Contact Procedure

Sugar 201 + 301

Receiving + Logging Calls

Sugar 101

Check In

Session 4

Lead Check In

Review Notes/Study

POSM 101, 201, 301

Meet Business Track

Session 5

S9

Schedule+ Objectives

S8

Schedule+ Objectives

S6

Schedule+ Objectives

S7

Schedule+ Objectives

S10

Schedule+ Objectives

Sessions 6-10

The next 5 sessions are centered on learning more indepth information about a terminal called FD150's + all the back end sites associated. You'll learn about key systems like Zen Desk, Pax, Basys IQ, iQPro, and iQPro+.

FD 150 Deep Dive

Review Notes/Study + Zen Desk

Pax Store + Sound Payments 101

Equipment Quotes

Check in with CX

Session 6

Review Notes/Study + Zen Desk

Batches 101, 201, 301 + 401

Zen Desk

Check in with CX

Session 7

Transaction 101 + 201

Review Notes/ Study + Zen Desk

Intro to Dynamic 365

Business Track 101

Check in w/ CX Rep

Access One 101

Session 8

Access One 201

Review Notes/ Study + Zen Desk

Business Track 201

Check In

Session 9

Lead Check In

Review Notes/Study

Basys iQ 101, iQPro 101, iQPro+ 101

Session 10

S11

Schedule + Objectives

S12

Schedule + Objectives

S13

Schedule + Objectives

S14+15

Schedule + Objectives

Sessions 11-15

The next 5 sessions are centered on finishing up our key systems like Clover and TSYS. Then, you will be begin listeninging to call recordings, writing out scripts for what you would do, and observing calls.

Clover 101 + 201

Review Notes/Study + Zen Desk

Most Common Calls

Check in with CX

Session 11

Review Notes/Study + Zen Desk

TSYS/Translink 101

Call listening

Call Listening
  • ADD INSTRUCTIONS

Check in with CX

Session 12

Call listening + script the solutions

Review Notes/ Study + Zen Desk

Call Scripting
  • ADD INSTRUCTIONS

Check in w/ CX Rep

Session 13

Review Notes/ Study + Zen Desk

Design Sugar Dashboard

Shadowing Calls

Shadowing Calls

  • INSERT DIRECTIONS

Session 14+15

Call Observations
  • Create a Teams call.
  • Share your audio and video.
  • Take calls and afterwards use the Teams to reflect.

Sessions 16+

The last sessions are observation and calls! They are almost fully trained.

HOLD

ADD

Zen Desk Help ADD LINK

CX Call Processes Doc

ADD

Resources

Click the + to see the answers

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FAQ

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Write a great headline

Share your idea with an image

Describe the problem you are going to solve and, above all, the reason why your idea is interesting

why

creativity

We better capture visual content. Visual content is associated with cognitive and psychological mechanisms. Things enter through the eyes, the first image is what matters. We associate visual contentwith emotions.

Visual content is a cross-cutting, universal language, like music. We are able to understand images from millions of years ago, even from other cultures.

Share your idea with an image

dynamic

We capture visual content better. Visual content is associated with cognitive and psychological mechanisms. Things come in through the eyes, the first image is what counts. We associate visual content with emotions.

Visual content is a transversal, universal language, like music. We are able to understand images from millions of years ago, even from other cultures.

Here youcan put astandout title

ingenuity

Interactivity and animation can be your best allies when creating tables, infographics, or charts that help provide context to the information and simplify the data for your audience.

We are visual beings and it is easier for us to 'read' images than to read written text.

Describe the problem you are going to solve and, above all, the reason why your idea is interesting

creativity

We better capture visual content. Visual content is associated with cognitive and psychological mechanisms. Things enter through the eyes, the first image is what matters. We associate visual contentwith emotions.

Visual content is a cross-cutting, universal language, like music. We are able to understand images from millions of years ago, even from other cultures.

Share your idea with an image

visual

Our brain is prepared to consume visual content. Some data: 90% of the information we process comes to us through sight, and we process visual content up to 60,000 times fasterthan text.

Take advantage of our resource bank or upload your own visual elements to enhance the storytelling of your creation.

Write a great headline

creativity

We better capture visual content. Visual content is associated with cognitive and psychological mechanisms. Things enter through the eyes, the first image is what matters. We associate visual contentwith emotions.

Visual content is a cross-cutting, universal language, like music. We are able to understand images from millions of years ago, even from other cultures.

Share your idea with an image