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Contact Center Technology: What Works, What’s New, What Drives Results

Contact Center Technology: What Works, What’s New, What Drives Results

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Course Description

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.

Course Topics Include:

  • Key changes in contact center technology and their impact
  • Sourcing strategies in today’s market
  • Infrastructure
  • Multimedia routing (voice, email, text chat, fax, web calls, mobile)
  • Performance Tools
  • IVR, including Speech-based self-service
  • Data applications
  • Unified Communications and Web 2.0

Course Materials:

  • Printable Slide Presentation
  • Industry Articles
  • Build a Believable and Achievable Business Case
  • Contact Center Technology Adoption in the Age of Technology Transformation
  • Converged IP Contact Centers Have Arrived: How to Begin the Migration Process
  • Create a CRM Success Story
  • Creating a Business and IT Partnership for Success
  • CRM - Friend or Foe
  • CTI - Receding or Resurging?
  • Delighting Customers With Multimedia Service
  • Does Best-of-Breed Beat the Suite?
  • Five Reasons to Adopt Speech Recognition IVR
  • How to Identify IVR/CTI Performance Problems
  • Just Do It Right!
  • Looking at Metrics in a Whole New Light
  • Overwhelmed by Tactical Issues? It's Time to Flex Your Strategic Muscles!
  • The State of E-Care: A Benchmarking Study
  • Top Tips to Find a Tip-Top Vendor Solution
  • Transforming the Contact Center With Performance Optimization
  • VoIP: It's Not Just About Switches Anymore!
  • Handouts


Cancellation Policy

Full payment is required prior to attendance. In rare instances, a course will be rescheduled or postponed. ICMI will provide at least 5 days’ notice. You may receive a full refund, or take a credit toward another ICMI course. ICMI cannot be held responsible for penalties resulting from travel arrangements. Participants cancelling their registration with less than 5 days notice will pay the full course rate. No shows will also pay full course rates.

If weather conditions dictate that we have to cancel a training course with short notice, we will immediately release an email letting the participants know. An announcement will also be made available by clicking on the course details available on ICMI’s course schedule http://www.icmi.com/Training/calendar.aspx. Generally the decision will be made the day prior to the start of the course. Under certain circumstances we may have to withhold the decision to cancel a course until the last minute, due to the instructor’s ability to make it to the training facility. For courses starting on a Monday, please make sure to check your email and the ICMI website on Sunday evening.

In the event that we do have to cancel a training course at the last minute, your ICMI account manager will contact you via phone call to either reschedule you in to an alternate course or provide you with a full refund of the course price.