Subject: Re: Training tomorrow 16th of April
From: Pritish Nandi <[email-masked]>
To: AFIG <[email-masked]>
Cc: "Matthew Broadley, MAEY" <[email-masked]>, "Muhammad Ali, MUAI" <[email-masked]>, "Filip Trajkov, FITR" <[email-masked]>, "Josephine Veena Dorairaj, JVDO" <[email-masked]>, "Heta Nyrhinen, HNYR" <[email-masked]>, "Sara Aknooni, SRAK" <[email-masked]>, saurabh <[email-masked]>
Date: Thu, 16 Apr 2020 23:04:08 -0700 (MST)

Hi All, 

I have sent a meeting link yesterday. Not sure if you have received it. We do not have anybody joined in yet. Please see the link below. 

Date & Time: April 17 , 2020 11:30 AM 

Join URL: [ https://zoom.us/j/93699034511 | https://zoom.us/j/93699034511 ] 

Regards, 
Pritish 

From: "AFIG" <[email-masked]> 
To: "Matthew Broadley, MAEY" <[email-masked]>, "Muhammad Ali, MUAI" <[email-masked]>, "Filip Trajkov, FITR" <[email-masked]>, "Josephine Veena Dorairaj, JVDO" <[email-masked]>, "Heta Nyrhinen, HNYR" <[email-masked]>, "Sara Aknooni, SRAK" <[email-masked]> 
Cc: "saurabh" <[email-masked]>, "Pritish Nandi" <[email-masked]> 
Sent: Friday, April 17, 2020 1:57:13 AM 
Subject: Training tomorrow 16th of April 

Trainers and trainings today 17th of April. 

Josephine: Gaming, Erich 

Sara: Gaming, Erich 

Matthew: Enterprise Indian team 

Muhammed: Enterprise Indian team 

Filip: Enterprise, Indian team 

Heta: Warranty, Indian team 

ENTERPRISE INDIAN TEAM. 

Matthew from 08:00 – 11:00 

Muhammed 11:00 – 14:00 

Filip 14:00 - 17:00 

GAMING DANISH 

Sara: 08:00 – 10:00 

Josephine 10:00 – 14:00 

WARRANTY 

Heta: 08:00 to 17:00 

FOR ENTERPRISE TRAINERS 

Subjects we have gone through in the last two weeks. 

Make questions when you start your trainings and WRITE THINGS DOWN so you have notes to give us when you are 

finished with your trainings. Make 5 quick questions for each subject and get a feeling of where they remember more. 

Then go 100% on tickets so they can see what we have done. Highlight the mistakes we make so that they do not think 

you are overseeing things. Do not hide or try to explain mistakes. 

When you talk about technology always make sure that you know they understand and know the terminology. 

If you talk about “thin clients” ask them and explain what it is. If you talk about Webex, you need to tell them what it is, 

and do not just count with that they know. 

Do everything to keep the training alive and keep the agents active and focus on Yama, do not push him, do not make him feel 

bad, but help him and do not waste time waiting for an answer that might not come. When people know they answer quick. 

We do not have time to waste, so move on to other agents, but always start with him. 

Next week we will have an extra team of Japanese team and it will include Yama, this team will be trained by Matthew. 

We will talk to you Matthew tomorrow after your training about next week. So tomorrow the 16 th is a normal training day for you 

with the Indian team. 

	

TOPICS 

ANDRES 	

Department vision and goals 

	

The mind of a Supporter 

	

Ambission and reward 

	

Cu stomers and competition 

	

Beyond Frontiers 

Module 0 	

Internal routines, locations and accesses 

	

Introduction to Gaming 

	

Introduction to Enterprise 

	

Introduction to internal tools 

	

Introduction to Quality and Warranty 

MODULE 1 	

Company Introduction- History and Heritage 

	

Brands, Product lines and software 

	

Strategic Alliance partners 

	

Global Setup 

	

Global Support and Services 

MODULE 2 	

Enterprise products overview 

	

Bluetooth Products 

	

DECT Products 

	

Wired Products 

	

Speakerphones 

MODULE 3 	

Bluetooth technology 

	

Pairing behaviour 

	

BTD 800 

	

PRESENCE / MB Pro 

	

ADAPT 300/400/500/600 

MODULE 4 	

DECT Products 

	

Cal Control 

	

IMPACT SD, Office, Pro Style 

	

IMPACT SDW 

	

Troubleshooting steps and procedures 

MODULE 5 	

Strategic Alliances 

	

Interoperability 

	

EPOS Software 

	

Strategic Alliances Partners 

	

Firmware 

MODULE 6 	

Cables Overview 

	

RJ9-10 Plug/ Telephony Plugs /ED 

	

IMPACT 100,200 and 600 series 

	

Universal Interface box 

	

Troubleshooting steps and procedures 

MODULE 7 	

IMPACT 5000 Specifications 

	

IMPCAT 5000 Features 

	

IMPCAT 5000 Accessories 

	

IMPCAT 5000 Connection 

	

IMPCAT 5000 Settings and call handling 

MODULE 8 	

HSUP 

	

HSUP Freeware introduction 

	

Installing 

	

Features 

	

HSUP Manager Introduction 

	

Web client 

MODULE 9 	

Zendesk & Jira 

	

Principles of Issues Handling 

	

Knowledge base & Knowledge Capture 

	

Compatibility Guide 

MODULE 10 	

Type of equipment in the Lab 

	

Usage 

	

Compatibility Guide 

	

Compatibility Guide Backend 

	

Testing procedures 

MODULE 11 	

Quality cases 

	

Jira 

	

R&D 

	

Service release roadmap 

	

Hands on with Jira 

MODULE 12 	

Communication etiquette 

	

Written communication 

	

General writing guidelines 

	

Verbal communication 

	

Phone calls 

MODULE 13 	

Gaming Analog headsets 

	

Digital headsets 

	

Amplifiers 

	

Gaming Suite 

	

Updater and Surround dongle 

Best regards, 

Andrés Figueroa 
Head of Global Support & Service 
+45 5618 0303 

Sennheiser Communications A/S · Industriparken 27 · DK-2750 Ballerup · Denmark 

[ https://www.eposaudio.com/ | eposaudio.com ] · Follow us here 	

[ https://www.youtube.com/channel/UCKZSbHA_gj3OKwPnKa4cNaA ] [ https://twitter.com/Epos_audio ] [ https://www.linkedin.com/company/eposaudio/ ] 

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