Introduction to Call Center Technologies:
A Beginner’s Guide to Understanding the Call Center Technologies
November 6, 2008
This session will provide an overview of the many technologies used in the incoming call center to improve customer service and maximize efficiency of the center. Three categories of technologies will be presented:. First, the various call routing and delivery mechanisms for getting the call to the agent desktop will be presented. The second part of the workshop will focus on related call center technologies that benefit the organization as the center grows in size and complexity to manage performance. Finally, the third category of technology presented will be the wide array of CRM technologies to support the customer experience. The session will also include tips on procuring and implementing these technologies in the call center.
Seminar attendees will learn to:
• Define the three basic functions of technology: call delivery, performance management, and customer interaction.
• Identify what alternatives are available for routing calls and contacts to the agent’s desktop.
• Describe the technologies that are available to help manage the performance of the center and the staff.
• Describe the latest in front-office and back-office CRM technologies.
• Identify some inexpensive technologies that could benefit your call center immediately.
11/6/2008 2:00 PM EST
Register Here for the next session in the series
Price $300/Monitor
Choose 5 or more classes- $275 each
Choose 10 classes from our Certification Course $250 each