Telecom End user Training courses for Avaya Red/Blue, Nortel, Cisco, Verint and Adtran products and Customer Service Training.

1. Christine Wade Training and Consultancy
Christine Wade Training & Consultancy Services is an independent company, providing
Telephone end -user training, Customer Service training and consultancy services. I have 20
years of experience as a professional trainer within the Telecommunication business. In 1989
I joined Nortel Networks Direct Sales Operation (in the Netherlands) where I worked as a trainer
involved consulting with many customers about telephone system setup and configuration
requirements and Customers Service needs which enabled me to deliver customized end user
training courses. For the past 14 years I run my own training company. The company is focused
on supplying Telephone end -user training, Consultancy and Customer Service Training for
end-users and can be done in English, Dutch and German. Please contact
M:+44 7979 206360 or +353 87 397 5933 or E:christine.m.wade@gmail.com for a free
quotation.
Telecommunication Courses:
Avaya Telecommunications Red and Blue
• Avaya Aura Contact Center 6.0/ Avaya Call Center NES 7
A complete range of courses designed for Call Centre Supervisors, managers, IT staff including
Reporting, Report Wizard design, Scripting, Outbound Campaign Management, Predictive
Outbound, Multi Media, Web Chat and Agent Desktop.
o AACC IT Administration
o AACC Security (Single-Sign-On (SSO)) login
o AACC Supervisor administration
o AACC Scripting
o AACC Reporting
o AACC Call Recording
o AACC Report Creation Wizard - (Basic & Advanced)
o AACC Outbound Campaign Management Tool
o AACC Predictive Outbound
o AACC Multi Media
 E-mail
 Web Chat
o AACC Agent Desktop & Telephone training
• Avaya Aura Contact Center 6.0 Call Recording/ Avaya WFO 10.1
Design for supervisors and management who want to improve their Call Centre performance by
capturing agent conversation. This includes Call Recording, Evaluation and Administration.
• Quality Monitoring Administration
• Listen to recorded calls
• Evaluate Calls
• Search for recorded calls
(c) christine.m.wade@gmail.com

2. Christine Wade Training and Consultancy
• Avaya Aura Contact Center Express 6.0/Avaya Call Center NES
Express 7
This course will guide supervisors, administrations and management to maintaining
their Call Centre using Context Center Express Manager Administration.
o AACC IT Administration
o AACC Supervisor administration
• Avaya IP Office Manager Admin
• Avaya IP Office Telephone Training (e.g. IP Office 1600 series-1603, 1608,
1616-,9000 series-9400, 9500, 9600-)
Custom sessions available for standard telephone and the call centre environment. Learn the
features available on the telephone and how to use them to your advantage.
• Avaya Telephone training (e.g. Desk phone1400 series, etc.)
• Avaya One X Attendant Console
• Contact Center Management(CCM 7.0)
o CCM IT Administration
o CCM Security (Single-Sign-On (SSO)) login
o CCM Supervisor administration
o CCM Scripting
o CC M Reporting
o CCM Call Recording
o CCM Report Creation Wizard - (Basic & Advanced)
o CCM Outbound Campaign Management Tool
o CCM Predictive Outbound
o CCM Multi Media
 E-mail & Web Chat
o CCM Agent Desktop & Telephone training
• Contact Center Management Express (CCME 7.0)
o CCME IT Administration
o CCME Supervisor administration
• Contact Center Management Express (CCME 7.0) Call Recording
• Quality Monitoring Administration
• Search & Listen to recorded calls
• Evaluate Calls
Nortel Telecommunications
• Contact Center-Manager (CCM 6.0)
o CCM IT Administration
o CCM Supervisor administration
o CCM Scripting
o CCM Reporting
o CCM Call Recording
o CCM Report Creation Wizard - (Basic & Advanced)
o CCM Outbound Campaign Management Tool
(c) christine.m.wade@gmail.com

3. Christine Wade Training and Consultancy
o CCM Multi Media – E-mail & Web Chat
o CCM Agent Desktop & Agent telephone training
• Contact Center-Manager (CCM 6.0)Call Recording
• Quality Monitoring Administration
• Listen to recorded calls
• Evaluate Calls
• Search for recorded calls
• Contact Centre Management Information System (CC MIS 6.0 & 6.1)
o Supervisor administration
• Agent Status Display
• Queue Statistics Display
• Historical Reporting
• Wallboards
• Configuration Control
• Symposium Contact Center
o Symposium IT Administration
o Symposium Supervisor administration
o Symposium Scripting
o Symposium Reporting
o Symposium Agent Telephone training
• Symposium Express Contact Center
o Symposium IT Administration
o Symposium Supervisor administration
• Meridian/CS1000 System Administration
These courses are designed to give you the skills to understand and configure your PABX/
CS1000 and/or voicemail system.
o PABX /CS1000 Basic Administration
o Telephone Manager
o OTM Administration
• CallPilot Administration
o CallPilot System Administration
o CallPilot Desktop Messaging
o Voice Mail User Training
o Meridian Integrated Personal Call Director
 MIPCD system Administration
 MIPCD End Users Administration
• Meridian Mail Administration
o Meridian Mail System Administration
o Voice Mail User Training
• Attendant Console 2250
• Smile (version 2 and 3) Console
(c) christine.m.wade@gmail.com

4. Christine Wade Training and Consultancy
• Nortel Telephone (2000, 3000 series and IP phones) Training
Cisco Telecommunications
• Cisco Unified Contact Center Enterprise Agent Desktop
and Supervisor Desktop Rls.8
• Cisco Unified Contact Center Express Agent Desktop
and Supervisor Desktop
• Cisco Unified Contact Center Express Historical
Reporting
• Cisco Unified Contact Center Express Desktop
Administration
• Cisco Telepresence CTS-1300
• Cisco IP Phone Agent training
• Cisco Call Manager Attendant Console
• Cisco Telephone Training (e.g. 7970, 7906)
Verint
• Call Recording
• Quality Monitoring Administration
• Add Users, Roles, Groups,
Contact folders, Business Ruless
• Evaluation (Add Evaluation
folders, create and manage
Evaluation forms)
• Enterprise Reporting
• IT Administration Consultation
 Add Terminals
 Add Phones
 Add Workspaces
 Create Evaluation Forms
Adtran
• Netvanta 7100/7060 IP PBX Administration
o IP PBX Basic Administration (which includes; Voice mail, Multilevel auto
attendant, Caller ID name/number, COS and Music on hold)
• UCCompanion Live Attendant Console
• Netvanta Telephone training (IP 706, IP 331, IP560..and more)
The entire above courses can be fully customized to the needs of your company!
(c) christine.m.wade@gmail.com

5. Christine Wade Training and Consultancy
Soft Skills Communication Courses
Customer Service Courses:
• Customer Service Excellence
There are two major reasons to deliver Customer Service: repeat businesses and
happiness. Sales turn prospects into new customers. Services turn new customers into
repeat customers. Good Customer Services also makes customers happy! And happy
customers are much easier to deal with than irate customers. This training program is
for people who want to make a significant contribution to their company’s image or
bottom line and make their own lives easier.
• Customer Service Leadership
In order to enjoy internal Customer Service and repeat businesses, Customer Service
needs to start at the Top! Employees need support and good leadership. Every
management decision makes employees’ lives easier or ties their hands. This course is
for Team Leaders and Management who wants to make money and create a company
culture with good service by Motivation, Training and enable their employees to
deliver excellent Customer Service.
• Sales
This course is designed with Sales people in mind. After the training you will be able to
structure your outbound and inbound sales calls which mean you are increasing your
chances of getting more sales. You will learn how to ask the right questions to get
information and how to make effective sales presentation during the call.
• Telephone Skills
After attending this course you will have developed a structured approach to call
handling which will allow you to gain more efficiency in the way you work. You will
also get the change to practice some of the key skills involved in call handling. This
course suites anybody who is new or for a short time in a Call Centre.
• Built your own Seminar
Mix and match topics from any Customer Service Training courses to meet your
specific needs. It is important to keep up the high standard of Customer Service in
your company. Therefore it is needed to have refresher courses on a regular basis!
The entire above courses can be fully customized to the needs of your company!
(c) christine.m.wade@gmail.com