The right training is essential if your organisation is to use your IEX TotalView hosted solution effectively and get the most out of your investment in the system. The courses marked with (*) below are what you will receive when you first buy the solution. These courses will provide your staff with all the skills they need to start using the system quickly and successfully. The additional courses you may find useful to boost knowledge and understanding in other key areas.

Whether you started using IEX TotalView as a hosted solution this year, or several years ago, there have probably been significant changes to personnel in your organisation. This may mean that the knowledge needed to use the solution, to your best advantage, simply isn't available anymore. To make sure you continue to get the best out of your solution all of our courses are also available to you as refresher training that you can arrange at any time.

Finally, to complement our specialist IEX TotalView hosted training, QPC also provides 3 intensive and enjoyable courses that impart essential skills on resource planning general principles. For more information on these courses please click here.

Course outlines
Application Design Workshop* (½ day) - Plan and design the IEX TotalView structure and configuration required for your business.

Database Build Workshop* (½ - 1 day) - Customise IEX TotalView to meet the specific needs of your organisation. Define the database to reflect your call flows and work rules.

Application Process Class* (1½ - 2 days) - Use the system with real data, maintain the agent database, generate forecasts, create plans / schedules, monitor activities, manage changes and generate reports.

Team Leader Course* (½ day) - Focus on the processes involved in managing the contact centre on a daily basis, such as making updates to agent schedules, updating plan requirements to meet the needs of the day and managing schedules to meet service level goals.

Vacation Planner (½ day) - Learn about the database set up of Vacation Planner and how to adjust settings within IEX TotalView to realise the distinct holiday policies inherent within your organisation. You can also draw on the extensive experience of the course leader to help you develop best practice for your contact centre.

WebStation (1 hour) - The features and functionality of the product. Held after the Application Process Class.

Multimedia (1 hour) - Produce a forecast for non phone contact work. Held after the Database Build Workshop and Application Process Class and delivered as a web seminar.

Change Management / Intraday (½ day) - Learn to use all of the intraday tools available within IEX TotalView and understand the workforce management process as well as the complexity that multi-skilling brings to the decision making process of the intraday manager.

All of our courses, except for Multimedia and Webstation which are web seminars, will normally take place at your site. If you prefer we can arrange for courses to take place at a separate location for a small additional cost.