
CX Part Time Employee OnboardingGuide
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Created on October 18, 2024
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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