Center Technology: Key Topics, Trends, and Truths
2-day training course - $1,795
On-site delivery available
This recently updated, vendor-neutral training course provides everything you always wanted to know about contact center technology. This seminar focuses on today's complex call center technologies in non-technical, operations-focused language. Understand the latest technologies on the market, how to get the most value out of them, and prepare for what's coming in the future.
Need to virtualize your center across multiple sites, home agents, and outsourcers? Planning for speech analytics? Migrating to VoIP and wondering if you should implement SIP? Trying to get on the "Web 2.0" bandwagon, or finally integrate email and text chat with your voice calls? Or perhaps you're revamping your desktop applications and need to know what's possible. Or maybe it's finally time to get your performance management act together, and you need to know where to start. This course is designed to help you plan for and execute these transitions.
This comprehensive course is based on hundreds of projects to create technology plans, develop requirements, select vendors and solutions, manage implementations, and assess existing environments for improvements and roadmaps. The class is delivered via lecture, interactive discussions, white board drawings, small group and full class exercises, and case studies.
The practical perspective of this course provides something a vendor presentation won't - an objective view that shares not only the great possibilities of technology, but the potential pitfalls and keys to getting it right.
What You Will Learn
Participants will learn:
Topic 1 - Strategy as Context
Topic 2 - Foundational Elements
Topic 3 - Routing
Topic 4 - Performance Management Tools
Topic 5 - Self service
Topic 6 - Desktop, Business Applications and Data
Topic 7 - Applying Technology in Your Center
Deliverables and Tools
Who Should Participate
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 todays contact center technologies and applications. For maximum impact, have a call center manager and IT professional attend together. Consultants and Vendor sales & support professionals will also benefit from this course.
Attendees should possess a basic understanding of what a call center is, how calls flow into a center, and basic call center terminology. Course materials are in English, and attendees must possess a high level of English fluency.
Accelerated Learning Option for Professionals New to the Contact Center Industry
Attendees with no exposure to a contact center environment may attend Understanding Contact Center Fundamentals, a 2-day course that precedes Contact Center Technology in most locations. Introduction to Contact Centers provides foundation information to prepare industry newcomers for higher level contact center training courses. To sign-up for the 5-day accelerated learning option, register for both Understanding Contact Center Fundamentals and Contact Center Technology back-to-back. You will also save $395!
Chapter 1 - Strategy as Context
Chapter 2 - Foundational Changes
Chapter 3 - Routing
Chapter 4 - Performance Management Tools
Chapter 5 - Self service
Chapter 6 - Desktop, Business Applications and Data
Chapter 7 - Applying Technology in Your Center
The per student registration fee for this training and certification program is $1,795 and includes:
Class begins at 9:00 AM and ends at 5:00 PM each day. Business casual attire is appropriate.
Register securely online with confidence or please call (708) 246-0320.
Maximize Your Training Investment - Attend Courses Back-to-Back
Contact Center Technology immediately precedes these courses in select locations:
In-house, on-site training offers the added benefits of facilitated team interaction; a confidential environment where plans, processes, and policies can be openly discussed; minimized travel costs; and little or no travel time. For support centers with a number of managers, supervisors, and team leads, on-site training can maximize your training investment.
Pricing for an on-site course delivered at your location is determined based on a "Base Fee" for up to four attendees, and a per person fee for each attendee thereafter. On-site fees are all inclusive:
Additional travel surcharges will be charged for travel outside of the continental USA and for seminars scheduled within three weeks, or paid for within three weeks, of the onsite delivery date.
The customer site must provide suitable meeting space, any desired meals or refreshments, and the following presentation supplies:
Request In-House Training
For more training course options, see the entire Contact Center Training Calendar of dates and locations.
For more IT, technical and field support training course options, see the Help Desk, ITIL, and Support Center Calendar.
Seminar provider is not responsible for losses due to cancellation. In all circumstances, seminar provider's liability shall be limited to fees received.
Seminar agenda and assigned instructors are subject to change.
Public Training Terms & Conditions
Payment is due prior to the seminar.
Public seminar cancellation policy. Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund. Cancellations within fourteen days of the seminar start date will be subject to an administrative fee of $400. Registrations may be transferred to another member of your organization at no additional charge. As seminars can be cancelled for under-enrollment from time to time, we strongly recommend that registrants traveling by air purchase only refundable tickets.
In the unlikely event that a seminar must be cancelled by seminar provider due to unavoidable circumstances, you will be notified at least two weeks prior to the seminar date, and your payment will be refunded. Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares. We strongly recommend that attendees traveling by air to attend the seminar purchase only refundable tickets.
On-site Training Terms & Conditions
On-site training fees must be paid at least three weeks in advance to reserve a training date and instructor. Additional travel surcharges will be charged for travel to training locations outside of the continental USA and for training courses scheduled within three weeks, or paid for within three weeks, of the on-site delivery date.
On-site training cancellation policy. Preparations for training delivery
will commence upon the receipt of payment in full. Organizations may
cancel up to 21 days in advance of the seminar delivery date for a full refund,
less administrative fees of 25% of the base fee. If for any reason you are
unsatisfied with the training, please notify the instructor by the end of
the first day. If you decide to cancel the remainder of the training program,
the instructor will collect all training materials. Fees paid, less
a prorata one-day on-site training base fee plus any travel surcharges, will