Data Sheet

CPM: Fundamentals

Customer Process Manager™ (CPM) Fundamentals is an introductory course for any PRPC System Architect who will be designing and implementing CPM. In this course, students learn how to deploy and extend CPM and leverage its key features to serve customers effectively across channels.

In addition, students learn to configure CPM interactions and service processes and learn how to use features such as dialog management, quality reviews and coaching, and knowledge management. Students gain valuable hands-on experience using an exercise system that is provided.


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