Call Center Online Training Course
Call Center Technologies: A Beginner's Guide
1½-hour instructor-led online training course, $300
Volume and series discounts available
Dates, Locations and Registration


Overview

This instructor led call center online training course 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:

  • The first part of the workshop will focus on various call routing and delivery mechanisms for getting the call to the agent desktop.
  • 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.
  • The third part of the workshop will focus on 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.

By participating in this live Web seminar you 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 contact 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.

How to Participate

Use your Internet browser and your telephone to participate. No special software required! Two days prior the seminar, you will receive an email containing access instructions for the web portion and the telephone number to call. On the day of the seminar you will point your browser to a designated web page for the visual portion of the seminar and dial a toll free number for the audio portion. (Outside of North America you will dial a direct access number.) You will be able to view the seminar presentation, participate in live polling, and ask e-mail questions through your computer. Your telephone will enable you to ask audio questions or comment on points made during the presentation. An unlimited number of students may participate around a single web/audio connection.

Registration Fees

The fee for this seminar is $300 per computer connection, for a 90-minute session. Any number of individuals may participate around a single web/audio connection.

Volume Discounts

  • Purchase 5 or more connections for any Call Center Online Training courses (mix and match) for only $270 each.
  • Purchase 10 or more connections for any Call Center Online Training courses (mix and match) for only $245 each.

Certification Series Discounts

This seminar is included in the following certification series.  To learn more about the series, or to purchase one connection for the entire series, follow the 'click here' link below.
10-part Call Center Supervision Web-Based Training Series $2,500

To register, click on the "Book Now" button or please call (708) 246-0320

Seminar Schedule
Mar 24, '11 1:00 pm CST Virtual Classroom

Click here to learn about Click here to see the entire seminars calendar, dates & locations


Payment is due prior to the seminar, including payment on purchase orders.  If payment is not received, a credit card hold will be required for participation.  This card will only be processed if payment has not been received within two weeks following the conference.

Cancellation Policy.  Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund, less administrative fees of $125.  Or, you may transfer your registration to another member of your company at no additional charge.  Registrants cancelling within fourteen days of the seminar will receive training credit, less administrative fees of $125 toward any other Resource Center seminar.  There will be no refunds or credits for non-attendance.

Agenda, course dates, and locations are subject to change.

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The Resource Center for Customer Service Professionals LLC
PO Box 401, Western Springs, IL  60558
Tel: (708) 246-0320   Fax: (708) 246-0251

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Last modified January 17, 2011