ITC Agent Videos
These videos are designed for agents learning how to use ITC Enterprise to manage their digital customer service and sales engagements.
AGENT GUIDE - 1 - INTRODUCING THE ITC PORTAL
This video briefly introduces the portal’s features, including: queues, how incoming queues work, starting a case, active queues, case queues, the Escalations queue, the Non-Actionable queue, the navigation bar, the compose function, tagging, updating customer info, adding notes, and CRM integration.
AGENT GUIDE - 2 - LOGGING IN AND USER SETTINGS
This video covers the following topics: what happens when an agent account is created, logging in, resetting your password, changing user settings, and changing your password.
AGENT GUIDE - 3 - ENGAGING WITH A CUSTOMER (SMS, TWITTER, AND FACEBOOK)
This video looks at: the incoming queues; the Repeat Customer and Customer Warning icons, reviewing the Customer tab, the Case History tab, and Notes before engaging; replying to a customer; the active queues (Active and My Active); the Waiting Agent and My Waiting queues; survey links; case tags; resolving a case; the Resolved queue; tweets (Status messages) vs. DMs; and Facebook posts vs. PMs.
AGENT GUIDE - 4 - NON ACTIONABLE QUEUE
This video covers the following topics: moving messages to the Non-Actionable queue, removing messages from the Non-Actionable queue, bulk selection, and adding post tags.
AGENT GUIDE - 5 - ESCALATIONS
This video looks at: sending messages to the Escalations queue, adding post tags, and post-Escalations steps: making the message non-actionable or engaging with the customer.
AGENT GUIDE - 6 - NON ACTIVE QUEUE
This video covers the following topics: moving cases to the Non-Active queue, the double-tap, and when a case becomes active again.
AGENT GUIDE - 7 - FOLLOW-UP
This video looks at: sending cases to the Follow-Up queue and removing cases from the Follow-Up queue.
AGENT GUIDE - 8 - COMPOSE FUNCTION
This video covers the following topics: Using the Compose Function to send SMS and Twitter DMs, as well as publish tweets and post on your company's Facebook wall.
AGENT GUIDE - 9 - EXTRA FEATURES
This video looks at: snippets, the Customer Tab (adding ITC Profile Details), adding notes, the Email function, copying a case to the clipboard, and redacting sensitive information.