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COCOS system users:

• agents, operators, consultants,
• supervisors / team-leaders,
• call center, customer care, sales, marketing managers,
• administrators.

Advanced users:

• administrators,
• supervisors / team-leaders,
• IT personnel.

Technical personnel with a basic knowledge of programming:

• knowledge of WinOS,
• basics of MsSQL,
• basics of programming,
• general technical knowledge of computer networking and computer telephony integration (CTI technologies).

• understanding of COCOS software operations,
• software administration and management,
• understanding of work results and conditions,
• understanding of reports and statistics,
• preparation of reports and analysis.

• understanding of COCOS software operations,
• advanced usage of COCOS tools and modules (VSS, CC Administrator, CATI Editor, Campaign Manager and other tolls, etc.),
• 1^st level technical support trainings.

• understanding of COCOS software operations,
• advanced usage of COCOS tools (editors), where basic development knowledge is required,
• introduction of methods for integration with other (external) systems,
• CIM/CRM system set-up – on a real customer case or test case.

Presentation of COCOS portfolio - presentation and placement of COCOS products and solutions into customer business processes.

• COCOS CC Administrator,
• COCOS CC Agent and PC phone,
• call campaigns (preparation, import/export, statistics),
• presentation of CIM/CRM applications,
• work flow management (multi level tasking),
• using of other user tools and modules (depending on the complexity of implemented system, communication channels and modules).

Presentation of COCOS portfolio - presentation and placement of COCOS products and solutions into customer business processes.

Some of the possible topics:

• COCOS environment (modules, relations between modules),
• agent workstation installation and administration,
• call center administration (users),
• call center server installation and administration,
• call campaigns management (generation, import/export, statistics),
• call center statistics – advanced level,
• entry forms – surveys (basic level, CATI editor),
• IVR/VRU server – installation and administration,
• WFS server installation and administration,
• COCOS CRM model.

Presentation of COCOS portfolio.

Some of the possible topics:

• main modules, mutual relations, operations of each module from data flow perspective,
• VRU / IVR server - script language,
• COCOS CRM model,
• CSL language – basic level, syntax, its usage in CATI forms,
• CSL language – advanced usage (SQL & WFS – work flow management support (integration in applications – user forms).

• lecture,
• practical demonstration,
• discussion.

• lecture,
• practical demonstration,
• practical exercises,
• discussion.

• lecture,
• practical demonstration,
• practical exercises, workshops,
• discussion,
• test.

• presentation of COCOS portfolio,
• COCOS Call Center and Customer Care Suite.

Advanced users:

• administrators (system administrators, maintainers),
• technical personnel.

Minimum knowledge required:

• knowledge of WinOS,
• MsSQL basics,
• general technical knowledge of computer networking and computer telephony integration (CTI technologies).

• knowledge of COCOS portfolio,
• understanding of COCOS software operations,
• independent administration and installation of COCOS software solutions,
• ability to independently perform 1^st level technical support for COCOS solutions.

• presentation of COCOS portfolio,
• COCOS Call Center and Customer Care Suite – advanced level.

Advanced users:

• developers,
• SW integrators,
• creators of entry forms.

Minimum knowledge required: 

• participation in COCOS CERTIFICATE I  training,
• advanced knowledge of WinOS administration,
• advanced knowledge of SQL & MsSQL DB / administrative tools,
• programming knowledge in at least one programming language (for example: Visual Basic,...),
• understanding the programming techniques,
• general technical knowledge of computer networking and computer telephony integration (CTI technologies).

• knowledge of COCOS portfolio,
• advanced usage of COCOS software solutions – also to be able to independently install and administer CIM/CRM solution using COCOS tools and modules,
• to be able to integrate COCOS solutions into customer environment.

Telecommunication network administrators

Minimum knowledge required:

• knowledge of voice technologies,
• knowledge of PBX and IP telephony,
• knowledge of ISDN/Centrex technologies,
• voice and data networks.

• knowledge of COCOS portfolio,
• understanding of COCOS IP PBX operation,
• independent administration and installation of COCOS IP PBX,
• ability to independently perform 1st level technical support for COCOS IPPBX solutions.

• presentation of COCOS portfolio,
• call center organization,
• customer care management,
• call center services and products.

• sales reps,
• distributors;

• knowledge of COCOS portfolio,
• knowledge of customer care & call center management and organization,
• knowledge of CC services and offer in terms of sales,
• knowledge of CC elements,
• offer / tender formation and different implementation methods (purchase, outsourcing, hosting).

• presentation of COCOS portfolio,
• COCOS Call Center and Customer Care Suite.

Advanced users:

• administrators (system administrators, maintainers),
• technical personnel.

Minimum knowledge required:

• knowledge of WinOS,
• MsSQL basics,
• general technical knowledge of computer networking and computer telephony integration (CTI technologies).

• knowledge of COCOS portfolio,
• understanding of COCOS software operations,
• independent administration and installation of COCOS software solutions,
• ability to independently perform 1^st level technical support for COCOS solutions.

• presentation of COCOS portfolio,
• COCOS Call Center and Customer Care Suite – advanced level.

Advanced users:

• developers,
• SW integrators,
• creators of entry forms.

Minimum knowledge required: 

• participation in COCOS CERTIFICATE I  training,
• advanced knowledge of WinOS administration,
• advanced knowledge of SQL & MsSQL DB / administrative tools,
• programming knowledge in at least one programming language (for example: Visual Basic,...),
• understanding the programming techniques,
• general technical knowledge of computer networking and computer telephony integration (CTI technologies).

• knowledge of COCOS portfolio,
• advanced usage of COCOS software solutions – also to be able to independently install and administer CIM/CRM solution using COCOS tools and modules,
• to be able to integrate COCOS solutions into customer environment.

Telecommunication network administrators 

Minimum knowledge required:

• knowledge of voice technologies,
• knowledge of PBX and IP telephony,
• knowledge of ISDN/Centrex technologies,
• voice and data networks.

• knowledge of COCOS portfolio,
• understanding of COCOS IP PBX operation,
• independent administration and installation of COCOS IP PBX,
• ability to independently perform 1st level technical support for COCOS IPPBX solutions.

• presentation of COCOS portfolio,
• call center organization,
• customer care management,
• call center services and products.

• sales reps,
• distributors;

• knowledge of COCOS portfolio,
• knowledge of customer care & call center management and organization,
• knowledge of CC services and offer in terms of sales,
• knowledge of CC elements,
• offer / tender formation and different implementation methods (purchase, outsourcing, hosting).

• telephone communication.

• call center organization,
• achieving high quality support,
• establishing a winning team.

Customer Care Management

• loyalty as the competitive advantage.

I want –
I must =
Motivation

• motivational trainings.

• basis of business communication.

• creating a sociological profile of managers.

Convince me with arguments

• successful persuasion is half of the success.

• agents, operators, consultants,
• supervisors / team-leaders,
• call center, customer care, sales, marketing managers,
• administrators.

• administrators,
• supervisors / team-leaders,
• IT personnel.

• knowledge of WinOS,
• basics of MsSQL,
• basics of programming,
• general technical knowledge of computer networking and computer telephony integration (CTI technologies).

• understanding of COCOS software operations,
• software administration and management,
• understanding of work results and conditions,
• understanding of reports and statistics,
• preparation of reports and analysis.

• understanding of COCOS software operations,
• advanced usage of COCOS tools and modules (VSS, CC Administrator, CATI Editor, Campaign Manager and other tolls, etc.),
• 1^st level technical support trainings.

• understanding of COCOS software operations,
• advanced usage of COCOS tools (editors), where basic development knowledge is required,
• introduction of methods for integration with other (external) systems,
• CIM/CRM system set-up – on a real customer case or test case.

• COCOS CC Administrator,
• COCOS CC Agent and PC phone,
• call campaigns (preparation, import/export, statistics),
• presentation of CIM/CRM applications,
• work flow management (multi level tasking),
• using of other user tools and modules (depending on the complexity of implemented system, communication channels and modules).

Presentation of COCOS portfolio - presentation and placement of COCOS products and solutions into customer business processes.

Some of the possible topics:

• COCOS environment (modules, relations between modules),
• agent workstation installation and administration,
• call center administration (users),
• call center server installation and administration,
• call campaigns management (generation, import/export, statistics),
• call center statistics – advanced level,
• entry forms – surveys (basic level, CATI editor),
• IVR/VRU server – installation and administration,
• WFS server installation and administration,
• COCOS CRM model.

Presentation of COCOS portfolio.

Some of the possible topics:

• main modules, mutual relations, operations of each module from data flow perspective,
• VRU / IVR server - script language,
• COCOS CRM model,
• CSL language – basic level, syntax, its usage in CATI forms,
• CSL language – advanced usage (SQL & WFS – work flow management support (integration in applications – user forms).

• lecture,
• practical demonstration,
• discussion.

• lecture,
• practical demonstration,
• practical exercises,
• discussion.

• lecture,
• practical demonstration,
• practical exercises, workshops,
• discussion,
• test.