Take the following training course to complete your uContact #Administrator certification. Start with an introductory video that will help you get an overview of the administrator workspace in the solution and come out as an expert.
💫 02.1. Agent creation | 3 min
The role of the agent in managing communication with the customer is of vital importance for a Contact Center, which is why in this video we will teach you everything you need to know to create agents in uContact and provide them with all the tools they need to build unified experiences.
💫 02.2. Security groups and supervisor creation | 4 min
The role of the agent in managing communication with the customer is of vital importance for a Contact Center, which is why in this video we will teach you everything you need to know to create agents in uContact and provide them with all the tools they need to build unified experiences.
💫 02.3. Phone book | 1,5 min
In uContact, you can manage contacts in the telephone directory of your Contact Center by assigning them to specific agents and/or creating a common agenda for the whole team. Learn how to do it by watching this short and dynamic video
💫 02.4. Telephony strategies | 2 min
How to effectively distribute all the received telephone interactions in your Contact Center according to the needs of your business? Watch this video and discover the seven existing strategies in uContact for managing telephony.
💫 02.5. Channel strategies | 2,5 min
Watch this video and learn how to combine the omnichannel strategies offered by uContact to further personalize the way digital interactions are distributed among different agents and/or active campaigns in your Contact Center.
💫 02.6. Telephone campaign settings | 9 min
Did you know that with uContact it is possible to customize the configuration parameters of your telephone campaigns to fit the needs and logic of your business? Watch this video and learn how to create inbound and outbound voice campaigns so that your agents can manage all calls initiated and/or received by your Contact Center quickly and efficiently.
💫 02.7. Facebook and Messenger campaign settings | 5,5 min
So that your Contact Center agents can manage comments on Facebook posts, receive, distribute and/or send direct messages on Messenger, it is necessary to create a campaign for each of these channels. Learn how to create a Facebook and Messenger campaign, activate providers, and add members to get it up and running in this video.
💫 02.7. SMS and WhatsApp Business campaign settings | 6 min
With uContact you can manage incoming and/or outgoing interactions from both SMS and WhatsApp Business just as you would from the application, being able to attend to and manage them on the same screen using our Unified Tray. But, for this you will need to create a campaign. How is it done? Watch this video and you will learn it!
💫 02.8. Webchat campaign settings | 7 min
Your Contact Center agents can manage all the interactions coming from your website directly from the uContact Unified Inbox. In this video we will show you how to create and configure a WebChat campaign, and all the different ways to interact with your customers directly from the solution.
💫 02.9. Email campaign settings | 6 min
The integration of email as a digital channel in uContact allows agents to manage their incoming and outgoing messages from the unified inbox, making it easy to manage interactions just as if they were doing it from their Gmail or Outlook inbox.
In this video you will learn step by step how to create an email campaign in uContact and how to configure the different parameters that allow you to personalize and optimize customer service.