OLG Customer Care Technology

OLG Customer Care Technology - Microsoft Teams

In this 10-hr self-directed online course, learners will learn about Ontario Lottery and Gaming Corporation's customer care technology. Learners will explore how to use Microsoft Teams as the primary tool to support communication and collaboration.

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Highlights

Here are some of the highlights for this micro-credential

No admission requirements, no application process, no pre-requisites, open to anyone
Learn at your own pace using a computer, tablet, or smartphone
Take up to 90 days to complete this short course
Receive a Sault College certificate and digital badge for successfully completing the course which can be shared on social media, downloaded as a PDF, or embedded in an email signature

Course Description

This short course was developed in partnership with Ontario Lottery and Gaming (OLG) Corporation. This was developed and made possible with support and funding through the Province of Ontario.

In this 10-hr online self-directed course, learners will learn how to use Ontario Lottery & Gaming (OLG) Corporation's Customer Care Technology, particularly Microsoft Teams. Learners will discover how to operate Microsoft Teams, including how to open Teams, use the Navigation Bar, and create new Teams and Channels. Lastly, learners will learn how OLG currently uses Microsoft Teams to support customer care and ensure that customers' needs and requests are addressed in a timely manner.

Learning Outcomes

Upon successful completion of this short course, learners should be able to:

Operate the various features within Microsoft Teams including the Navigation Bar, Teams and Channels, Tabs, and Chatsd
Use the call feature within Microsoft Teams to answer customer's calls and provide quality customer care and service
Use the calendar feature within Microsoft Teams to schedule and start Teams meetings
Use the various features within a Teams meeting, including the reactions and raise hand tools
Use the profile and account management tool to change the status and account settings

Course Curriculum

1. Questionnaire
1. Welcome to OLG Customer Care Technology - Microsoft Teams
2. Introduction
1. Opening Teams
2. The Navigation Bar
1. Teams and Channels
2. Viewing Teams and Channels
3. Tabs
4. Conversations
5. Conversations - Video
6. Using @Mentions
7. @Mentions - Video
8. Conversations - Reacting
1. Chat
2. Starting a New Chat
3. Pinning Chats
4. Create and Pin a Chat - Video
5. Adding People to an Existing Chat
6. Adding / Removing People From a Group Chat
7. Muting a Chat
8. Hiding a Chat
9. Unhiding a Chat
10. Popping Out a Chat
1. Calls
2. The Dial Pad
3. Placing a Call
4. Call Features
5. Call History
6. Contacts
7. How to Make Calls - Video
1. Calendar
2. Starting a Meeting
3. Joining a Meeting
4. Joining a Meeting - Video
5. Meeting Features
6. Show Participants
7. Show Conversation
8. Reactions & Raise Hand
9. Share Content
10. Toggle Audio/Video & Leave the Meeting
11. Join a Meeting - Video
1. Activity
2. Notifications
3. The Activity Feed
4. Filtering Your Feed
5. Filtering - Video
1. Intro
2. The Profile Menu
3. Changing Your Status
4. Setting a Profile Picture
5. Account Settings
6. Signing Out
7. Conclusion
1. Survey
2. You're Almost Done
3. References and Attributions

About this course

$149.99
56 lessons
0 hours of video content

Content Contributor & Partner

Ontario Lottery & Gaming Corporation (OLG)

Classified as an Operational Enterprise Agency of the Province of Ontario, Ontario Lottery and Gaming Corporation provides gaming entertainment in an efficient and socially responsible manner that maximizes economic benefits for the people of Ontario, related economic sectors and host communities. Since 1975, OLG has provided approximately $55 billion to the people and the Province of Ontario.