TCTime Champ Academy

Internal enablement

Learn to sell Time Champ on value, not features.

Understand the customer's problem, show how Time Champ solves it, and prove it with a number. Pick your path.

SalesDiscovery, value-led demo, objections, pilots, and the handover to CSM.Start →Customer SuccessDiagnosis, onboarding, metric rigour, value reviews, expansion and renewal.Start →

Foundations

Shared ground for both roles - start here.

Foundation · 60 minPlatform story and application mapThis is the map you carry into every deal and every account. It teaches the one sentence that explains why Time Champ exists (paid hours are easy to count, delivered value is not, and the gap is where money leaks), and it places the 12 applications on a staircase so you always know what question each one answers and where a conversation currently sits.Foundation · 60 minBuyer and user personasDeals and renewals turn on getting the right message to the right person. This teaches the economic buyer, the operational champion, the end users and the likely blockers for each industry, what each one actually cares about, and the trap of pitching an executive's value story to a line manager or vice versa.Foundation · 60 minTime to outcome and valueThis is the honesty engine of the whole programme. It teaches the difference between capacity released and cash recovered, why a finding is not yet a result, and how to express value as a testable hypothesis the customer owns rather than a vendor promise.Foundation · 60 minData capture and trustCapture is where deals get blocked and accounts lose employee trust. This teaches what the platform captures (activity evidence, monitored work, completed work), how capture policy and agent modes are presented, and the discipline of treating privacy as a first-class design concern rather than a feature to minimise.Foundation · 55 minOrganization and access scopeAlmost every 'the numbers are wrong' complaint and every 'who can see my data' objection traces back to how the organisation and access are modelled. This teaches the shape of the customer model, why role and scope determine both trust and metric correctness, and how CSMs validate it before anyone reads a dashboard.Foundation · 60 minRead metrics with contextThis is the single most important analytical habit in the programme. It teaches the five questions to ask of every metric before you trust it, the attendance-versus-utilisation distinction that trips up everyone, and how both sales and CSM use this to avoid the credibility-destroying mistake of acting on an unqualified number.Foundation · 55 minStandalone and combined capabilitiesThe difference between a trusted advisor and a bundle-pusher is the ability to say what one app does on its own and what genuinely improves when two are combined. This teaches independent value per app, the real incremental value of combinations, and the honest limits that keep you from promising seamless integration you cannot stand behind.Foundation · 55 minUse the demo labThe demo lab is your proof surface and your practice ground. This teaches how it is laid out, how to prepare a question-first path instead of a click-everything tour, and the discipline of showing a business question, the screen that answers it, the evidence, the honest interpretation and the next step.Foundation · 60 minCustomer-safe claims and escalationThis is the guardrail that protects every other module. It teaches the three tiers of claim (verified fact, demo-shown behaviour, and not-yet-confirmed), the exact language for each, the specific topics that must always escalate, and why a disciplined 'I will confirm that' beats a confident guess every single time.Foundation · 60 minCommercial eligibility and implementation boundariesThis module draws the line between what a seller or CSM may state about packaging, integration and implementation and what must go to a specialist. It teaches the categories of commercial and implementation question, the honest default (name an escalation owner rather than guess), and how to keep momentum while holding that line.

The twelve applications

Each taught as customer value.

Application · 60 minTime and Activity - Application OverviewTime and Activity answers the foundational labour question: of the hours a customer pays for, how many are actually available to do work, how are they used, and which exceptions deserve a manager's attention. This module teaches reps to demo an exception and defend the utilisation denominator, and teaches CSMs to turn attendance and utilisation into a repeatable manager review - without conflating 'present' with 'productive'.Application · 60 minEmployee Monitoring - Application OverviewEmployee Monitoring provides the activity evidence layer - application usage, monitored work, classifications and capture policy - that the rest of the platform reads from. This module teaches reps to lead with a visibility use case and the capture-policy conversation rather than a monitoring feature tour, and teaches CSMs to validate coverage, classifications, access and employee communication before anyone draws conclusions from the data.Application · 75 minWork Output - Application OverviewWork Output moves the conversation from activity to results: completed work, its complexity, the standard it should meet, its quality and its cost. This module teaches reps to show the time-to-outcome chain and then contrast utilisation with output attainment, and teaches CSMs to validate what 'completed' means, source coverage, standards and quality before anyone compares teams or reads a cost-per-unit number.Application · 75 minWork Understanding - Application OverviewWork Understanding explains the time inside the work: where it waits, which steps vary, where friction and rework sit, and which single change is worth validating first. This module teaches reps to present a friction finding with its evidence while being disciplined about causality, and teaches CSMs to review detection confidence and taxonomy, investigate waiting, and run a genuine before/after improvement experiment with an owner.Application · 60 minCapacity Planning - Application OverviewCapacity Planning answers the staffing question before it becomes a crisis: given forecast demand, how many people and which skills do we need, when, and under what assumptions. This module teaches reps to contrast required capacity with available capacity and expose the assumptions in one scenario, and teaches CSMs to validate the inputs (volume, handling standards, shrinkage, skills, service goals) and forecast accuracy before any plan is trusted - without mistaking an overall FTE balance for genuine coverage.Application · 60 minScheduling - Application OverviewScheduling turns a staffing requirement into a feasible, published schedule that covers demand while honouring rules, cost and employee constraints. This module teaches reps to show a coverage shortage and then separate planning, optimization and publication as distinct steps, and teaches CSMs to validate the forecast version and rules behind a schedule and to teach publication and change ownership safely - without trusting a clean-looking draft built on a stale forecast.Application · 50 minReal-Time Adherence - are people doing the planned work, and is it producing enough?RTA is the live floor view for a contact centre or RCM operation. Most adherence tools stop at 'is the agent logged in on the right state at the right time'. RTA adds whether that activity is actually producing work and whether that work meets the output standard, so a supervisor intervenes on the right person for the right reason inside the shift rather than reading about it tomorrow.Application · 50 minIntraday Management - is today's plan still viable, and which fix best protects delivery?IDM is the 'now what' layer of workforce management. Capacity Planning set the plan and Scheduling built the roster, but the day never behaves. IDM detects the drift, reforecasts the rest of the day, and lets a manager test fixes - move a break, open VTO, pull a skill - as what-if scenarios, so the chosen intervention is evidence-based rather than a panic reaction.Application · 55 minRCM Operations - which revenue-cycle issue should a leader address first, and on what evidence?RCM Operations is the business-outcomes front door for a revenue-cycle leader. It does not just display metrics - it prioritises which payer, denial category, backlog or SLA issue deserves attention first, lets the user follow the evidence behind the signal, and frames a proposed action with an outcome hypothesis. It is the application that connects 'the team was busy' to 'the revenue cycle moved'.Application · 55 minQuality and Call QA - where are the quality risks, and how do we make evaluation consistent and actionable?Quality and Call QA turns a thin, inconsistent manual-sampling process into a consistent, evidence-backed quality loop. Its value is not 'we scored more calls' - it is that evaluations are consistent across reviewers, defensible when disputed, and actually close into coaching that changes behaviour. AI accelerates evaluation; human review, calibration and disputes keep it honest.Application · 50 minRCM Insights - can a business user answer a real question and inspect the evidence behind the answer?RCM Insights lets a non-analyst ask a meaningful business question and get an answer they can trust because they can see the data, scope and freshness behind it. Its value is not that it talks fluently - it is that the answer is inspectable and reusable. The core discipline: a fluent answer on thin or stale data is a liability, so evidence inspection is the skill the customer must learn.Application · 55 minValue Leakage - where is value lost, who can act, and what has actually been recovered?Value Leakage is the money layer of the platform. Every other app finds a problem; this one puts a defensible number on it, says who can act, and tracks whether it was actually recovered. The discipline that makes it credible: each finding is quantity times unit-cost times confidence (so soft findings are discounted, not hidden), and the recovery screen keeps recovered capacity and cash recovered as separate lines that are never summed.

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