Contact Center Training

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Whether in a classroom, onsite or remote, Adtech Global provides flexible Verint training and Avaya WFO training services to help you leverage your Workforce Optimization applications. We offer comprehensive services aimed at targeting both new users and existing users for maximized use. Browse our course listings below and contact us to learn more.

Workforce Management Courses

Core Forecasting and Scheduling
Are you a scheduler? Learn the theoretical and practical knowledge needed to use WFM successfully.

Advanced Forecasting and Scheduling
This course is for the hands-on user of WFM. Master how to define shifts, forecast workloads, and schedule agents and publishing.

WFM Administration
WFM Administration training provides a blend of theory, process modeling, and practice to provide you with an effective hands-on experience.

Adherence and Management
An expert trainer will work with your customized and specific needs based on your organization’s work processes, culture, and optionally purchased components of the Workforce Management package.

Enterprise System Administration
Administrators learn the ongoing management techniques and maintenance of the system after installation and configuration of the solution.

Ad Hoc Reporting
Gain an understanding of the tasks and processes required for creating and managing Standard and Ad Hoc reports in WFM.

Basic Scorecards
Get the steps to setup and manage scorecards systems in Workforce Management and Quality Monitoring environments.

Advanced Scorecards
Learn to configure intraday settings and KPIs, along with an overview of new features and tools for Advanced Scorecards.

Strategic Planner
Compare what-if scenarios, generate staffing plans, and create long term forecasts.

WFM Delta Training
The focus if this course is to provide a strong understanding of the Workforce Management package’s capabilities and detailed instruction in its usage. Training presents a blend of theory, process modeling, and practice to provide you with an effective hands-on experience. Over the course of the instruction, you will create agent schedules using your own employee data and work processes resulting in an initial, working schedule for your employees.

Quality Monitoring Courses

Enterprise User Management
This course includes unified user management, user security management, hierarchy structures and group management for all applications.

Interactions Administration
This includes configuring system settings, establishing rules, customizing the Inbox and managing the application.

QM Forms Designer and Administration
Learn how to build and design evaluation forms in the Forms Designer tool.

QM End User Training
This includes an overview of the QM capabilities, search and replay functionality and evaluations for end users.

Enterprise System Administration
Administrators learn the ongoing management techniques and maintenance of the software after installation and configuration of the solution.

Recorder Administration 
Administrators and other technical professionals learn to manage and maintain Recorder(s) in their environment. This course focuses on topics and functions that are specific to Recorder V11.

Archive System Administration
Explore how to configure and manage archiving of recordings from a single recorder, or from recorders across the enterprise (centralized archiving). The information covered in this course includes how to set up, manage and maintain archiving, as well as how to set up campaigns and schedules to schedule recordings selectively.

Coaching
Configure the Coaching functionality in the application, set up coaching sessions for coaches and trainees in the Coaching module, and use the Forecasting and Scheduling functionality to schedule coaching sessions.

Enterprise Reporting
Refresh and extend your knowledge of standard reports, Ad Hoc Reporting, and the reports that can be used to analyze Speech Analytics data.

Content Producer
Create online learning modules from pre-recorded customer interactions and see how to import customer contacts (in AVI format) and create a fully interactive Clip that includes audio, video, simulation, interactivity, and scoring. You will also learn how to create a Clip from screenshots, import graphics into a Clip, and change Clip profile options.

Basic Scorecards
Get the steps to setup and manage scorecards systems in Workforce Management and Quality Monitoring environments.

Advanced Scorecards
Learn to configure intraday settings and KPIs, along with an overview of new features and tools for Advanced Scorecards.

Lesson Management
This course is targeted towards individuals who will be using the Lesson Management application to create, upload, and assign lessons to employees and to track employee lesson assignments and results.

ACR Knowledge Transfer
This curriculum explains how to manage and maintain the ACR in an Avaya WFO environment. The information covered in this discussion includes how to manage your recording solution through hands on instruction.

Recording Courses

QM End User Training
This includes an overview of the QM capabilities, search and replay functionality and evaluations for end users.

Enterprise User Management
This course includes unified user management, user security management, hierarchy structures and group management for all applications.

Enterprise System Administration
Administrators learn the ongoing management techniques and maintenance of the system after installation and configuration of the solution.

Recorder Administration 
Administrators and other technical professionals learn to manage and maintain Recorder(s) in their environment. This course focuses on topics and functions that are specific to Recorder V11.

Archive System Administration
Explore how to configure and manage archiving of recordings from a single recorder, or from recorders across the enterprise (centralized archiving). The information covered in this course includes how to set up, manage and maintain archiving, as well as how to set up campaigns and schedules to schedule recordings selectively.

ACR Knowledge Transfer
This curriculum explains how to manage and maintain the ACR in an Avaya WFO environment. The information covered in this discussion includes how to manage your recording solution through hands on instruction.

DPA & Speech Courses

Advanced Speech Analytics End-user Course
Learn the theoretical and practical knowledge needed to identify trends and investigate business issues using trend and contact analysis. It includes classes on overview and searching, category building, reporting and analysis views and findings examples.

DPA Training Workshop
In this four day training course learn how to launch DPA administrative tools, DPA configuration and DPA statistics through the management of DPA modules and Trigger Analysis.

Speech Analytics Administration
This course is designed to enable Speech Analytics System Administrators to manage and maintain the Speech Analytics system, including defining Transcription Rules.

Implementation & Configuration

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Implementation and Configuration

This service ensures you start off right with new applications or software.

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Adtech Global offers a variety of services to meet all your contact center needs to best support customers.

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Support Services

Why chose Adtech Global? Our Technical Assistance Center has fast response targets and automatic escalations.

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