PROFESSIONAL KNOW-HOW
AT YOUR FINGERTIPS
ACE Academy offers short, concise video training courses and strategic workshops with our experts. The goal is to help users quickly become confident with the different tools and to optimize and adapt ACE to your business to build your future customer experience.
By optimizing the use of ACE Admin and Coach tools it may be possible to improve efficiency in many different ways. For example, you might be able cut response times by tweaking rules for call routing.
The right system, configured for business
Telia ACE Admin and Coach are easy-to-use but powerful applications to set up and configure ACE. It’s possible to optimize the system in detail to match each company's business objectives and unique requirements. Active users will find it useful to dive into the details to get an understanding for how changing a setting may affect the environment and statistics in reports. After the workshop you will get access to digital documentation, tailored to your business goals and working methods, which summarize the workshop and provides solid support in your work going forward.
Workshop agenda:
- Walkthrough of concepts and settings in the system
- Review and suggest configurations based on your operations
- Highlight the flow of business events
- Recommended workflows based on best practice
Any day that suits you 
6-8 hours 
At your premises or Skype 
For coaches and managers 
The right report to the right person at the right time
Telia ACE is a gold mine that holds an almost infinite amount of information about the customer interactions. By exploring the data in depth using ACE Report, you create an opportunity for designing the optimal customer experience and doing it at the right cost. When we look at the numbers from the right angle, and sort the data based on the conditions in your business, details that are not visible at first glance appear. After the workshop you will get access to digital documentation, tailored to your business goals and working methods, which summarize the workshop and provides solid support in your work going forward.
Workshop agenda:- Walkthrough of statistical concepts and settings in ACE
- Review and trainng in ACE Report
- Handling reports in ACE Report
- Recommend workflows and settings based on business goals and best practice
- Create and configure reports that allow you to follow up KPIs
Any day that suits you
6-8 hours
At your premises
For managers and anyone working with statistics, analytics and follow up 
The right person at the right place at the right time
The right staffing is crucial for optimizing cost and delivering the right service level. A good staffing planning tool is key to a well-functioning customer service. But a tool is only as smart as the people using it.
We offer training in workforce management in three flavors: 1. for new or updated functionality, 2. for new users and 3. for business development using workforce planning. Every workshop is tailored for your specific situation. Our specialist consultants have many years of experience from several of the largest call centers in the Nordic region and can recommend settings and work flows for the system based on your needs.
Agenda workshop 1:- Review of new or updated functionality
- Hands-on training in new module
- Workflow tuning based on best practice
- Long-term use and maintenance
- Review system functions
- Examination of current workflows
- Hands-on training using the application in your environment
- Recommended next steps (optional)
- Interviews for analyzing current situation
- Investigate current workflows
- Review of best practice
- Suggestions for adjustments and development
Any day that suits you
Full day
At your premises
For contact center executives and planners 
”As an analyst, I like to use numbers to make the world understandable to our customers. I often meet customers who have a hunch that things are one way or the other, but it is only when they get the numbers in black and white that it becomes knowledge they can act on.”
"I strive to help our customers achieve efficient workforce planning. By having the right personal on site at the right time, you can achieve better service to customers, increase profitability and decrease manual work. With my experience and knowledge in workforce management, I want to help our customers manage and plan their business to get satisfied customers and employees."
”Over the years I have met many customers and followed the way they work. I see if there are knowledge gaps to fill or if there is potential for improving efficiency. For me, it is just as fun to meet customers who are completely new to the system as it is to do a follow-up a few years after the introduction and see if it is possible to work even smarter.”
