Call Center - Technology Analysis & Implementation

Align the Call Center

Description:
This session will provide an overview of the many technologies used in the incoming call center to improve customer service and maximize efficiency of the call center. Three categories of technologies will be presented:

1. The various call routing and delivery mechanisms for getting the call to the agent desktop will be presented
2. Related call center technologies that benefit the organization as the center grows in size and complexity to manage performance
3. The wide array of CRM technologies to support the customer experience

Webinar Objectives:

• 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 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
• Tips on procuring and implementing the core technologies in the call center

Delivery Method:
Access to this 90-minute webinar is provided via an Internet connection and a separate audio (telephone) connection. An unlimited number of students may participate around a single web/audio connection.

To speak with an LSA Expert to learn about the call center - technology analysis & implementation training and delivery options for your company, please contact us.