NCO Clark - CCF Pilot Training (Phase 1)

Please help us improve our current training process by sharing your feedback on how you were trained for this initiative.
Name: 


  1. Please indicate your tenure in the account.
    Below 3 months
    3-6 months
    Above 6 months


  1. How well did your training prepare you for taking calls? (1 as the lowest and 5 as the highest)
    1 2 3 4 5


  1. Rate how each factor influenced your rating.

            1 2 3      
      Facilitator Significantly Not Much  
      Length of Training Significantly Not Much  
      Availability of Resources (ex. Tools) Significantly Not Much  
      Training Method (ex. Classroom discussion) Significantly Not Much  
      Content of the Participant Guide Significantly Not Much  


  1. Which topic/s do you think we should spend more time on?

    CCF Interface: The Ribbon
    CCF Interface: Session Pane - Tabs and Sub-tabs
    CCF Interface: The Solution Wizard
    CCF Interface: The Workflow Manager
    CCF Interface: The Shortcut Button Bar
    LAB: Creating a New Customer
    LAB: Creating a New Repair for an Existing Customer
    LAB:Checking the Status of a Repair
    LAB: Performing a Warm Transfer
    What is CCF?
    How to log in to CCF


  1. What topic/s were not covered by training that you feel should have been included?


  1. How important are the following in helping you prepare for the CCF Tool use?

            1 2 3 4 5      
      Participant Guide Very Important Not Important  
      Classroom Discussion Very Important Not Important  
      Role Plays Very Important Not Important  


  1. How important will the following be in helping you prepare for the CCF Tool use?

            1 2 3 4 5      
      Call observations Very Important Not Important  
      Call mentoring Very Important Not Important  
      Role Plays Very Important Not Important  
      Quality Talk Very Important Not Important  


  1. How important are the following in helping you reinforce what you’ve learned from CCF training?

            1 2 3 4 5      
      Power Hour Discussions Very Important Not Important  
      Role-plays Very Important Not Important  
      Review of Participant Guide Very Important Not Important  


  1. How important will the following be in helping you reinforce what you’ve learned from CCF training?

            1 2 3 4 5      
      QUIA Job Aids / Training Updates / FAQs Very Important Not Important  
      CCF FAQs Very Important Not Important  
      CCF Refresher Training Very Important Not Important  
      Commune Session Very Important Not Important  
      QUIA Scenario Quizzes Very Important Not Important  


  1. Anything else you want to let the Xbox Training Team know?




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