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Get Started with Workforce Engagement

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Free Online Course: Get Started with Workforce Engagement provided by Trailhead is a comprehensive online course, which lasts for 1-2 hours worth of material. The course is taught in English and is free of charge.

Salesforce via Trailhead
1-2 hours worth of material
Self Paced
Overview

  • Learn how Workforce Engagement makes your service team more productive.

    • Boost your contact center’s operational performance across all channels.
    • Learn how support operations planners use data to schedule and staff agents.

Syllabus

    • Workforce Engagement for Service: Quick Look
      • Deliver Exceptional Customer Service
    • Workforce Engagement for Contact Center Planning
      • Forecast Your Support Workload
      • Determine Staffing Needs with an Omni-Channel Plan
      • Grow Your Team's Skills with myTrailhead
      • Assign the Right Agents to Shifts

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