Introduction to Call Center Technologies: Understanding Call Center Technologies (Web Seminar):
This 90-minute web seminar provides an overview of today's call center technologies. Students will learn about call delivery technologies like ACD and IVR, as well as performance management tools like workforce management and quality monitoring.
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.
Price: $300
An unlimited number of students may attend via a single web/audio connection. The price for additional connections or sites is $150 for each additional connection for same seminar.
This web seminar will be recorded and retained by The Call Center School, LLC. Your attendance constitutes permission for the recording of your voice and comments and The Call Center School’s right to use, distribute, and copy the recording, in whole or in part, in any form or media.
