Private Training: The Omnichannel Agent (Remote)

  2 hr session

Remotely via zoom 

Description 

The Omnichannel Agent is designed for new agents who will be managing customer requests. This course explains the basics and build a foundation for continued learning for all Zendesk roles. In your remote, private session, a Zendesk trainer will lead your team through the Omnichannel Agent, giving time to hands-on work and Q&A. 

• Get to know Zendesk channels, roles, and users
• Experience Zendesk as an end user
• Navigate the Agent Workspace environment
• Explore the anatomy of a ticket
• Use Support to serve customer requests 
• Use Talk to provide personalized customer service
• Provide customers flexible support with Messaging

Audience 

This course is geared specifically for agents of the Zendesk Agent Workspace.

Recommended Pre-requisites 

None

Available Languages 

This course is delivered in English. Other languages may be available, subject to availability. Please contact us for confirmation prior to purchasing this course.

The fine print 

• This training is limited to Zendesk Agent Workspace functionality across Email, Messaging, and Talk functionality. 
• Course topics are subject to change.
• The content for this course will be our standard course and will not be customized. 
• Participant agrees to a pre-training call or email prior to agreed training date in order for the trainer to review training agenda with participant(s) and understand the participant's primary use case.
• Participant's account configuration should be complete prior to training delivery. 
• Training will be delivered in the participant's Zendesk instance.
• Training will be delivered remotely via Zoom unless otherwise specified.
• Standard training materials will be provided in PDF format at participant's request.
• To provide the participant with the optimal experience, class size may not exceed twenty (20) attendees per session. If additional attendee requirements exist, multiple sessions should be purchased.
• Course delivered in English unless otherwise specified. One (1) language per session. 
• Training will be delivered in a single 2hr session for each agent training purchased.
• Cancellation Policy: Any cancellations or changes to the confirmed schedule less than fifteen (15) business days prior to the scheduled date are subject to forfeiture of reserved date(s) and full fee applied.

Frequently Asked Questions 

What is remote private training? 

Remote private training sessions are Zendesk training sessions, delivered only to your company, conducted remotely via Zoom by a live trainer. Private training sessions are a great option for learners with moderate to complex use cases, medium to large groups, or for those who simply learn better one on one. Private sessions are highly interactive, and trainers encourage heavy participation from students. 

Can multiple people sit in on this session? 

Yes, private sessions are great for medium to large groups (2-12 people). 

What materials are provided? 

Course materials are provided after the session (course slides as a PDF), so students are able to reference them after the session. Recordings are provided on request.