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Contact Center Technology Training Seminars and Books

Also see these related catalogs:

• Telecommunications
• Online Support

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Seminars

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IVR Design Training: Streamlining the Customer Experience, 3-day training seminar

This course provides practical hands-on guidance for designing the best customer-focused Interactive Voice Response (IVR) for your business. You will learn scientifically-proven techniques that increase throughput and IVR containment while reducing errors.  For details,

Learn to identify your organization's technological capabilities and risks, choose technology wisely, maximize technology dollars, and integrate technology into your call center.  For details,

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Books

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Managing Web-Based Customer Experiences: Self-Service Integrated with Assisted-Service, by Dr. Jon Anton and Mike Murphy, softcover, 158 pages, $35.95

To give customers the right service, at the right time, in the right channel, executives must leverage the Internet's blend of Web self-service, chat, e-mail, and access to agents.  This book delivers insight into all of these options, and-most importantly-into the critical organizational and operational best practices that will help companies manage the transition to the Internet as a way to deliver not just low-cost, but great customer service.

From call management and problem resolution software to self-help tools and service technology trends, this book explores the processes in which to deliver the best possible customer support.  Also included are additional tips and techniques to help you utilize these dynamic tools most effectively.

Anyone who is serious about developing or implementing telephone speech recognition should have this book handy and well thumbed.  It is fun to read because it reveals so many fascinating insights about how humans communicate with machines.  It is also an essential reference for resolving many development issues by clarifying the options, revealing what has been proposed and what has worked.

This book is intended for professionals looking to understand CRM technology, implementation methodology, and market research in the emerging industry of providing self-service.  Technologies discussed include multi-channel customer touch points, such as telephone calls, e-mail handling, the Internet, interactive voice response technology, and speech recognition..

This book will lead you through the labyrinth of customer contact technology jargon, common misperceptions and marketing hype to help you align technology with business needs and optimize your technology investments.

CRM initiatives are widely reported as failures or as failing to yield significant benefits.  Integrating People with Processes and CRM Technology focuses project leaders on developing and nurturing the most often overlooked and neglected portion of CRM initiatives: people.  Anton, Petouhoff, and Schwartz provide the project leader with guidelines and action plans to overcome typical implementation problems.

In addition to discussing the techniques, tools, and technologies available to todays contact center manager, this book includes three weighty RFP's for a CTI system, an ACD, and a monitoring and recording system.

With all the new players, new functional modules, and new complex technology alternatives, making sense of today's CRM marketplace has become an increasingly daunting task. This book covers topics from how to build a CRM implementation blueprint, to the latest business, technical, and future CRM trends.

Whether you're an IT professional, a telecom professional. an office administrator, or just starting out in the business world, this book provides you with an organized, easy-to-use introduction to business telecommunications systems and services.  It does not assume any prior knowledge.

This weighty reference book addresses virtually every call center management topic, with an emphasis on technologies.  You will learn to integrate telephone services and computing with efficient technologies, and how to link databases, call handling, workstations, GUIs, legacy systems, software packages, and networks.  Everything from exploring practical, profitable applications of CTI in depth ,to test-running a call center with out-of-house resources.  Click on the book cover to see the wealth of topics addressed in this book.

While many call center guides take a soup-to-nuts approach to help desk issues, this new handbook stands out from the crowd. Keith Dawson's Call Center Handbook presents the most comprehensive coverage of call center technology that we've seen yet. Just glance through the table of contents and you'll see what we mean.

Are you ready to implement the newly selected problem management system?  This book can help you to prepare for what lies ahead -- and avoid a string of new headaches.