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Transcript

Customer Experience Employee Guide

A digital guide to onboard as a part-time CX employee

start

01

Sessions 1-5

02

Sessions 6-10

03

Sessions 11-15

04

Sessions 16+

05

Resources

Table of Contents

S3

Schedule, Objectives + Check- in Agenda

S4

Schedule, Objectives + Check- in Agenda

S5

Schedule, Objectives + Check- in Agenda

S2

Schedule, Objectives + Check- in Agenda

S1

Schedule, Objectives + Check- in Agenda

Sessions 1-5

The first 5 sessions are centered on getting acclimated to Basys and the general role information. You will also learn basics of some of our main websites we use.
Check In Agenda
  • Introduction
  • How to use Microsoft Products
  • Check in: How are things starting?

HR Training

All Users Start Here

Intro to Basys

Manager Meeting

Session 1

Check In Agenda
  • Introduction
  • What to expect in check-ins
  • Outlook calendar
  • Commonly used Teams Channels
  • Check in: How are things starting?

Intro to Partners + Merchants

Review Notes/Study

World Class Service

Intro to the role

Check in with CX

Session 2

Intro to Basys Systems

Review Notes/Study

Equipment 101 +201

Check In Agenda
  • Introduction (as needed)
  • Check in: How are things starting? What barriers have come up?
  • What questions came up on your learning?
  • Shadow calls

Intro to Fiserv + TSYS

Shadow calls

Session 3

Authorized Contact Procedure

Sugar 201 + 301

Receiving + Logging Calls

Check In Agenda
  • Introduction (as needed)
  • Check in: How are things starting? What barriers have come up?
  • What questions came up on your learning?
  • Sugar dashboard

Sugar 101

Check In

Session 4

Lead Check In

Review Notes/Study

POSM 101, 201, 301

Lead Check In Agenda
  • Lead checks in and shares any relevant information.
  • Use this as a time to share feedback and discuss your training plan.

Meet Commerce Control Center (Business Track)

Session 5

S9

Schedule, Objectives + Check- in Agenda

S8

Schedule, Objectives + Check- in Agenda

S6

Schedule, Objectives + Check- in Agenda

S7

Schedule, Objectives + Check- in Agenda

S10

Schedule, Objectives + Check- in Agenda

Sessions 6-10

The next 5 sessions are centered on learning more indepth information with FD150's + all the back end sites associated. They'll also learn about Zen Desk, Pax, Basys IQ, iQPro, and iQPro+.

FD 150 Deep Dive

Check In Agenda
  • Equipment Quotes
  • Check in
  • Live 'quiz' on FD150's

Review Notes/Study

Pax Store + Sound Payments 101

Equipment Quotes

Check in with CX

Session 6

FD 150 Deep Dive

Check In Agenda
  • Equipment Quotes
  • Check in
  • Live 'quiz' on FD150's

Review Notes/Study

Pax Store + Sound Payments 101

Equipment Quotes

Check in with CX

Session 6

Review Notes/Study + Zendesk

Batches 101, 201, 301 + 401

Check in with CX

Check In Agenda
  • Check In
  • Live 'quiz' on batches

Session 7

Transaction 101 + 201

Review Notes/ Study

Intro to Dynamic 365

Commerce Control Center (AKA Business Track) 101

Check In Agenda
  • Check In
  • Common scenarios you see with transaction research. Discuss solutions.

Check in w/ CX Rep

AccessOne 101

Session 8

AccessOne 201

Commerce Control Center (AKA Business Track) 201

Review Notes/ Study

Check In Agenda

Check In

  • Check in
  • Live 'quiz' on Access One + Commerce Control Center (AKA Business Track)

Session 9

Lead Check In

Review Notes/Study

Lead Check In Agenda
  • Lead checks in and shares any relevant information.
  • Use this as a time to share feedback and discuss your training plan.
  • Possible live 'quiz' on iQ Pro

Basys iQ 101, iQPro 101, iQPro+ 101

Session 10

S16+

Schedule, Objectives + Check- in Agenda

S11

Schedule, Objectives + Check- in Agenda

S12

Schedule, Objectives + Check- in Agenda

S13

Schedule, Objectives + Check- in Agenda

S14+15

Schedule, Objectives + Check- in Agenda

Sessions 11-15

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

Clover 101 + 201

  • Check in
  • Most Common Calls discussion
  • Live 'quiz' on Clover

Most Common Calls

Review Notes/Study

Check in with CX

Session 11

Note:

After your course today, you have completed all your Spark courses! See your schedule for your next sessions.

Review Notes/Study

TSYS/Translink 101

Call listening

Check In Agenda
  • Check In
  • What questions do you have from listening to calls?
  • Discuss some calls CX rep had

Check in with CX

Session 12

Call listening + script the solutions

Review Notes/ Study + Zendesk

Check In Agenda
  • Check In
  • Talk through Zendesk completions.
  • What questions do you have from listening to calls?
  • Discuss interesting calls from the week

Check in w/ CX Rep

Session 13

Call listening + script the solutions

Review Notes/ Study

Check In Agenda
  • Check In
  • What questions do you have from listening to calls?
  • Discuss interesting calls from the week

Check in w/ CX Rep

Session 13

Review Notes/ Study

Design Sugar Dashboard

Check In Agenda

Shadowing Calls

  • Check in
  • Use Teams to Shadow Calls
  • Discussion of call

Session 14+15

Agenda
  • Check in
  • Use Teams to Shadow Calls
  • Discussion of call

Sessions 16+

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

CX Share-Point

Spark

MSS Knowledge Base

Zendesk Help

CX Call Processes Doc

Resources