Mindful Callback Course Description

Interested in deepening your understanding of Mindful Callback? We offer a comprehensive course to help you get the most out of our platform! Read on to learn more about the objectives and milestones included in this course. 

How can you customize your callers' experience in Mindful? How does Mindful calculate an estimated callback time (ECBT)? How can you determine which party to call first and how to reach the right agents? Answers to these questions, and more, are available in this course! Join us for a complete walkthrough of Mindful Callback configuration and reporting for administrators, supervisors, and anyone responsible for managing the system. 

	Duration: 3.5 hours
	Location: Self-serve online videos and live online meeting (Zoom)
	Delivery Method: Self-serve and instructor-led
	Audience: Call center managers | System administrators | Integrators | Validators

Course Objectives and Milestones

Objectives

By the end of this course, learners will be confident in the following areas:

• Navigate the Mindful Callback user interface
• Understand the journey of an interaction through Callback
• Customize the inbound and callback experience
• Create user accounts and set access levels
• Understand call flows and ECBT calculations
• Explain and interpret real-time metrics and dashboards
• Run historical reports to understand system performance
• Audit user activity
• Verify automated configuration changes

Milestones

Learners will achieve the course objectives by completing the following milestones:

• Introduction to Mindful Callback
• Understanding Mindful Callback
• Dashboards and Reporting

Milestone Descriptions

Introduction to Callback

Type: Self-serve online video | Duration: 20 minutes

Understand the typical caller experience with Mindful. You will be given an overview of the various callback strategies and SMS notifications. You will also learn about the various callback strategies, notification options, and tour the User Interface.

Understanding Mindful Callback

Type: Live instructor-led training via Zoom | Duration: 2.5 hours

In this milestone, you will learn how to establish and manage a typical business day with Callback and how to adjust for unexpected changes in your call center. This live training session covers the following topics:

• A Day with Callback: Learn how to establish and manage a typical business day with Callback and how to adjust for unexpected changes in your call center.
• Customizing the Registration of a Callback: Explore the options available to customize the inbound caller experience.
• Defining the Callback Experience: Discover the options available to customize the callback experience and how to connect the caller back to the call center.
• Administration of Callback: Review the administrative tasks to help manage user accounts. You will also learn how to contact Mindful for assistance with your Callback solution.

During the session, you will have opportunities to ask questions and speak directly with an experienced Mindful trainer.

Dashboards and Reporting

Type: Self-serve online videos | Duration: 90 minutes

Dashboards and reporting offer some of the most critical features to contact-center managers and administrators. Knowing how to interpret the information provided in Mindful reporting can maximize your success and effectiveness on the platform. This milestone provides an in-depth look at both real-time and historical reporting for all interactions. 

In this milestone, we will cover the following areas:

• Dashboards: Learn about the Callback Status and Call Detail dashboards that are available in the Mindful UI.
• Insights: Learn about each Insights dashboard and the information provided. 
• Handoff: Learn about the Handoff section of the UI, which includes Block List and Messaging Usage. This section is only relevant for customers who use notifications with Mindful Callback.

Next Step

Contact us for more information or to sign up for training!