Explore the complexities of today’s call center technologies in non-technical, operations-focused language

The leading vendor-neutral explanation of how your technologies can best meet your business needs!

What Works…

Today’s innovations can help you to enhance customer value, control—even reduce—costs, meet customer expectations and handle increasing customer contact workloads. Yet technologies such as Voice over IP, speech recognition, Web integration, CTI, CRM, universal queuing, email management, performance optimization and virtual call centers pose a complex challenge for anyone trying to evaluate current and future technology needs. This seminar, developed and led by Strategic Contact, Inc., demystifies call center technologies and gives you the means to develop the right solutions for your environment.

Both call center and IT leaders will benefit from this clear presentation of the most pressing technology-related challenges facing contact centers today. The seminar addresses the complete range of technologies in terms all business leaders can understand while embracing the topic’s full level of complexity. Attendees walk away with a complete understanding of the technology landscape—that they can immediately apply.

This seminar provides "everything you always wanted to know about customer contact technology—but didn’t know how (or whom) to ask!”

View the complete Program Outline and Sample Trip Report for details on what you’ll learn.

What’s New…

Now is an ideal time to learn more about contact center technology. Key transformations are happening in the industry that can significantly impact your center’s operational excellence and costs.

Voice over IP is not a technology that may influence your center at some point—it will! This course can get you on a path to a VoIP migration strategy that will be critical to your success.

Most centers today handle more than inbound voice calls. They also handle email, fax, voice messages, outbound calls, text chat, web collaboration, and others. This course shows you how a common multimedia routing and reporting engine can help you deliver optimum customer service, regardless of channel.

Speech recognition has the potential to transform a customer’s self-service experience, thus lowering your costs and enhancing your customers’ view of the company. This course will help you identify the things you need to consider and plan for as you move to speech-based applications.

As the call center has gained strategic value in the corporation, we have a responsibility to deliver more meaningful information to the corporate leadership. In this course, we discuss performance optimization tools that help you go beyond measures of service level and handle time to truly address the contribution of your center to corporate goals.

Many companies implemented—or attempted to implement—customer relationship management software, with limited success. Learn what it takes to get CRM and knowledge management right for both the technology implementation and the corresponding people, process, and strategy factors.

What Drives Results…

Register today to discover how to:

• Improve operations with essential and advanced solutions:
  • Routing options
  • Performance management tools
  • CTI applications
  • Customer relationship management tools
  • Self-service capabilities
  • Speech recognition
  • Migrate to voice over IP and server-based infrastructure options
  • Develop a technology-enabled customer contact strategy
  • Find the right vendors to meet your needs
  • Build integrated solutions to support a world-class call center

  You will gain the knowledge to:

  • Avoid costly mistakes
  • Bridge communication gaps between technology staff and call center leaders
  • Maximize the usage and value of existing technology investments
  • Set realistic development priorities
  • Prepare for the ripple-effects of technology choices—before investing

  Who should attend?

  Call center, customer service, telecom and IT professionals at all levels of management will benefit from this unbiased, objective seminar. The seminar is appropriate for call center and help desk managers, and executives responsible for customer service and sales, as well as technology managers from IT and telecom seeking the latest information on today’s contact center technologies and applications. For maximum impact, have a call center manager and IT professional attend together!

  Seminar Materials

  A comprehensive course manual including:
  Feature and function checklists for each major technology
  Sample RFI/RFP outline
  Technology project lifecycle
  Resource and vendor lists
  Glossary of call center terms
  Article reprints and studies
  A certificate of completion

  Demonstrate the knowledge you’ve gained with an ICMI Knowledge Certificate! After the seminar, you may choose to take an online assessment to demonstrate the knowledge you’ve gained. When you pass the test, we’ll send you an ICMI Knowledge Certificate.

  This course is also available on-site so your call center, telecom and IT staff can examine your center’s technology needs together.

  Recommended Readings

  If you are interested in this seminar, you might also enjoy:
  Call Center Technology Demystified
  Designing Customer-Oriented Self-Service Options
  Justifying Call Center Technology Investments

  For training outside of North America, contact ICMI's Global Partners.
  
  View the Program Outline.