The leading vendor-neutral explanation of how your technologies can best meet your business needs! Learn how to get more out of what you have, or plan for what’s next in your contact center.
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, multimedia queuing, email management, performance optimization, and virtual contact centers pose a complex challenge for anyone trying to evaluate current and future technology needs. This course, developed and led by Strategic Contact, Inc., demystifies contact center technologies and gives you the means to optimize what you have and pursue the right solutions for your environment. Both contact center and IT leaders will benefit from this clear presentation of the technology challenges and opportunities in contact centers today. The course addresses the complete range of technologies in terms all technology and 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.
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’soperational 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. Learn about virtualizing across sites, tying in home agents and outsourcing partners, as well as how to integrate with the enterprise.
Most centers today handle more than inbound voice calls. They may 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 contact 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. You’ll learn about both data and speech analytics, as well as scorecards and dashboards.
You will learn how to:
- Improve operations with essential and advanced solutions:
- Routing options for inbound and outbound, single site and multisite
- Performance management tools, including analytics and scorecards
- CTI applications
- Customer relationship management and knowledge management tools
- Self-service capabilities, including 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 best-in-class contact center
Classroom
Interactive two-day course among peers.
| ICMI members: $1395 per person
Non-members: $1495 per person | See Schedule Below |