The Administrator interface
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.
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.
03.2. 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.
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
03.4. 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.
03.5. 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.
03.6. 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.
03.7. 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.
03.8. 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!
03.9. 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.
03.10. 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.
03.11. General campaign settings | 6 min
Customize your telephony and/or digital campaigns according to your needs and operations using uContact's additional settings. Watch this video and learn how to add holidays/vacations and/or typifications to your campaigns, add contacts to a blacklist, and more!
03.12. Introduction to dialers | 4 min
Learn about the different types of dialers available in uContact and how they can improve the efficiency and effectiveness of your customer interactions.
In this video we show you the 6 different types of dialers available in uContact, with their operating logic, and we explain how contact lists work, essential for the dialer to know who to contact.
03.13. Voice Broadcast | 1,5 min
Watch this video and learn about the Voice Broadcast type dialer available in uContact that automates dialing campaigns, allowing you to send pre-recorded messages, surveys, reminders and more, without the need for agents to be available.
With different configuration options, different behaviors can be defined, such as playing audios and ending the call or transferring the customer to a campaign to contact an agent.
Learn how to use it for different purposes that help meet the needs of your Contact Center!
03.14. Predictive and Powerdialer | 3 min
Automate your telephone campaigns and improve the performance of your Contact Center using uContact's Predictive and Powerdialer dialers.
By watching this video you will discover how these dialers can help your contact center agents increase call handling efficiency, reduce downtime and improve customer relationships.
03.15. Preview, Progressive and Reverse Progressive | 2,5 min
In this video you will learn in detail how the Preview, Progressive and Reverse Progressive dialers available in uContact work. You will discover the advantages of each of them and how they can be used to improve results in your Contact Center.
Don't miss this video and learn everything you need to get the most out of these dialers and increase efficiency in managing interactions with your customers!
03.16. Telephony dialer settings | 6 min
Automate the management of your telephony and improve the performance of your Contact Center with the 6 uContact automatic dialers: Preview, Progressive, Reverse Progressive, Powerdialer, Predictive and Voice Broadcast. As? In this video we will show you how to configure each type of dialer to significantly optimize the work of your agents and thus obtain more efficient management results.
03.17. Channel dialer settings | 2,5 min
With uContact and dialers you can automate the sending of all your WhatsApp Business, SMS and email interactions, and thus improve the performance of your Contact Center. Watch this video and learn how to custom set them up.
03.18. CallerID for outbound campaigns and dialers | 2,5 min
Discover how to improve the effectiveness of your telephone campaigns by using Caller ID assignment based on prefixes in uContact. Learn how to manually assign prefixes and Caller ID, or let the system do it automatically.
Optimize your outbound calls and enhance customer attention by identifying the originating area.
03.19. List recycling | 4,5 min
Watch this video and learn how to reach those contacts that you have not been able to reach in any of the auto dialer attempts using uContact's list recycling (manual or automatic).
03.20. Upload channel dialer list | 4 min
Learn how to upload a contact list to uContact so that the solution's native autodialers can start contacting them via SMS, WhatsApp and Email.
We'll show you how to upload a contact list in different formats, how to use variables to personalize messages, and how to get the dialer working.
If you want to learn how to upload a contact list easily and efficiently, watch this video!
03.21. Quality models | 2,5 min
Qualify the telephone and/or digital interactions of your agents using quality models integrated in uContact. Watch this video and learn how to create premises that allow you to evaluate the performance of your agents in a conversation and thus build better experiences for your customers.
03.22. COPC Quality models | 5 min
In this video we will explain how to easily create quality models in uContact using COPC standards that help you monitor and qualify the interactions of your Contact Center agents with customers.
You will learn to create categories and attributes to measure compliance with parameters in the attention and resolution of an interaction, as well as create ranges to classify agents according to their grade averages.
Watch this video and learn the necessary tools to create and use COPC quality models that are recognized in international quality standards.