Call Center and Help Desk Technologies: Your Customer Connection
Peter DeHaan
Program Track:
Straight Talk
Program Duration:
47 Minutes
Tower:
Customer contacts and relationships
Roles:
Primary:
Customer Service
Secondary:
Networks: Voice and Data
Tertiary:
Program Office
Value Category:
Navigation
Key Issues:
What are the important technological elements and considerations involved in running a call center?
What impact is the Internet having on the call center technology and operations?
Who are the leading call center technology vendors?
When should an organization consider outsourcing the call center?
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Architecture and Infrastructure
Business Applications
Communications
Customer Relationship Management
Networking
Sourcing
eBusiness
Peter DeHaan, president of Peter DeHaan Consulting, delivers practical, relevant, and useful information to get you up to speed on the important technological elements and considerations involved in running a call center. Today's call centers help drive our businesses and provide contact points for customers. Experts forecast that by 2004 most customer contacts will be made through call centers, making it critical to understand and master call center operations. The program covers call center technologies, such as computer-telephony integration (CTI), interactive voice response (IVR), customer relationship management (CRM), and Web-based call centers. It also looks at outsourcing, vendor solutions, and the human factors in outsourcing. Peter Shurman, CEO of leading call center outsourcer Universal TeleResponse, appears in an interview to add insight into the most popular call center technologies.
Viewers of the CD and online versions of this program have access to white papers that include 'Best-Time-to-Call Optimization'; 'Unified Messaging'; 'Web Chat'; 'Call Center Conversion - Using CTI'; 'Strategies for Successful CRM Implementations in Call Centers'; 'Call Center Quality Monitoring' and 'Contact Center Suite.' Among the more than 60 Web links included are: 'Call Center Coaching'; 'Handling the E-Mail Influx'; 'A Sharper Focus on Quality'; 'To Chat or Not to Chat?'; 'Statistics and the Call Center Industry'; 'Speech Technology Enters the Mainstream'; 'Web Connectivity to Inbound and Outbound Calling'; 'Can We Tape?'; 'Voice Processing: The Ultimate Guide'; 'Call Center Scripting Tools'; 'The New IVR: Talking to You' and 'Outsourcing: Partners in Need.'
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