Introduction to Call Centre Technology: Understanding Call Centre Technologies
This session will provide an overview of the many technologies used in the incoming Contact Centre to improve customer service and maximize efficiency of the Centre. Three categories of technologies will be presented. First, the various call routing and delivery mechanisms for getting the call to the agent desktop will be presented. The second part of the workshop will focus on related Contact Centre technologies that benefit the organization as the Centre grows in size and complexity to manage performance. Finally, the third category of technology presented will be the wide array of CRM technologies to support the customer experience. The session will also include tips on procuring and implementing these technologies in the Contact Centre.
Seminar attendees 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 Centre and the staff.
– Describe the latest in front-office and back-office CRM technologies.
– Identify some inexpensive technologies that could benefit your Contact Centre immediately.
Facilitated by: Giles Potter, Director, Great Outcomes
Giles is a speaker, author and experienced Consultant, who has been providing training and development guidance for over 12 years, after holding senior roles in the financial services industry. As a Consultant, Giles has worked with Executive leaders in many of New Zealand’s government agencies and multinational corporations.
Access to web seminars in the Masters Series is provided via an Internet connection and a separate audio (telephone) connection. Two days prior to each seminar, you will receive email access instructions for the web portion and the telephone number to call.
Web Seminar Cost: The cost of your first connection is $375 + GST An unlimited number of students may attend via a single web/audio connection.
Attend the ten core sessions in the Business Management Track and take the Mastery Exam to earn certification. Students achieving 80% or higher score on the exam will receive certification from The Call Centre School. The certification processing fee per student is $35 for web seminar attendees; there is no certification charge for classroom participants.