Contact Center Technology 101

Tired of wading through the vendor hype? Unsure of what technology can do for you?

This one-day seminar is a rare opportunity to get an overview of contact center technologies – from a vendor-neutral perspective. You'll discover the options that are available to meet today’s functional and technical requirements, and get valuable guidance on how to decide which technologies may benefit your center.

The seminar begins with business results in mind. In the course introduction, you learn the key changes in today's market and their implications for the center. Then, you will explore contact routing – including single site, multisite, multimedia and outbound calling. You will discover the reporting, performance management and analytics tools available and learn key capabilities you should look for from these tools. Next, you'll examine self-service systems and their integration with your center, including IVR, speech and Web self-service. The course concludes with a discussion of key desktop tools, such as CRM and knowledge management.

Price:
$995.00

You will learn more about the key capabilities of the following technologies:

• Single and multisite contact routing
• Multimedia routing (email, text chat, fax, mail, web calls)
• Outbound calling
• Reporting tools
• Workforce management systems
• Quality monitoring and logging technology
• Scorecards/dashboards tools
• Speech analytics
• Touch tone IVR
• Speech recognition
• Web self service
• Desktop client
• CTI applications
• Customer relationship management tools
• Knowledge management

Who should attend?

This survey course is intended for both operations managers and IT support staff. Operational staff will learn more about the breadth of technology available for our industry. IT/telecom staff will supplement their general IT knowledge with contact center specific information. Both groups will gain insight into the business impact of technologies and awareness of tools available to solve the business problems of today – and those ahead.

In-Person Seminar Cancellation Policy

Confirmed registrations can be cancelled up to 14 days prior to the program without penalty. Any cancellations within 14 days of the scheduled class are subject to a cancellation charge of $150. Registrants who do not cancel 7 days in advance are subject to a cancellation charge of $600. The balance of fees paid can be applied to another in-person seminar. You may send a substitute at any time without penalties. Applies to all in-person seminars except Six Sigma.

In the event we must cancel a seminar for any reason, we will be responsible only for refunding the actual seminar registration fees received.

Price:
$995.00

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