Contact Center Technology: What Works, What's New, and What Drives Results 2-day seminar, $1695

Overview

This recently updated, vendor-neutral training course provides everything you always wanted to know about contact center technology, but did not know how or whom to ask. This seminar focuses on today's complex call center technologies in non-technical, operations-focused language.

What Works...

Present day innovations can help you to enhance customer value, control and 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 challenge for anyone trying to evaluate current and future technology needs. This training course 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 complexity of technologies in terms all business leaders can understand. Attendees walk away with a complete understanding of the technology landscape for immediate application

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 training 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 to 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...

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

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!

Demonstrate the knowledge you’ve gained with a 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 will send you the Certificate.

Agenda

Strategy as context for technology planning and implementation

• Strategic alignment model and examples
• Technology's role in the center
• Building a technology plan

Foundational changes

• Transport - the shift from TDM to VoIP
• Applications - server-based applications
• Architectures - standards, web, and distributed architectures
• What these changes mean for business

Routing

• Routing principles
• Routing options
  • Basic to robust
  • Single and multisite
  • Voice
  • Other media
• Routing support for business continuity and disaster recovery
• Outbound calling

Performance Management Tools

• Core reporting tools
• Performance optimization and analytics
• Workforce management
• Quality monitoring and logging

Desktop, Business Applications and Data

• Desktop client
• CTI applications
• Integration with business applications and databases
• Customer Relationship Management
• Knowledge Management

Self Service

• Options and capabilities
• Self service strategy
  • Web
  • Interactive Voice Responce (IVR)
  • Speech Recognition
• Voice response architectures
  • Touch tone
  • Speech
  • VoiceXML
• Integration

Applying technology in your center

• Business cases
• finding the best vendor partners
• Successfull implementation

Registration Fees
The per student registration fee for this seminar is $1,695, and includes :

• 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

• Continental breakfast and lunch both days.

Why not bring your associates?  Register three or more attendees from your company for the same seminar and receive an additional 10% off!
Class begins at 9:00 AM and ends at 5:30 PM

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

Seminar Schedule

Feb 10-11, '09	Phoenix, AZ	Sheraton ()
June 9-10, '09	Arlington, VA	Arlington Marriott Key Bridge ()

Click here to learn about , dates & locations

Payment is due prior to the conference.  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. Multiple attendee registration discounts apply only to attendees from the same company attending the same (day and location) seminar.

Cancellation Policy.  Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund, less administrative fees of 300.  Or, you may transfer your registration to another member of your company at no additional charge.  Registrants canceling within fourteen days of the seminar will receive course credit toward any other Resource Center seminar.  In the unlikely event that a seminar must be cancelled, you will be notified at least one week prior to the seminar date. Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares.

Seminar agenda subject to change.

Contact Center Seminars
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Help Desk Books
Call Center Management
Tech Support Resources
Contact Center Technology
Online Support
Customer Satisfaction
Knock Your Socks Off
Help Desk Institute
Telecom Books
Communication Skills
Call Center Monitoring
Metrics & Benchmarking
CRM
Hiring, Training, & Retention
Outbound Telebusiness
Novelties, Gifts, & Humor
Bargain Books (50% off)

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