Call Center Technology Management Certification
| Date | : | November 04-04, 2009 |
| Location | : | Atlanta, GA |
| Price | : | $690.00 |
| Notes | : |
STATE OF GEORGIA: This course will be held at their new training facility and will include a tour of their new State of the Art call center at: James H. “Sloppy” Floyd Building 2 Martin Luther King Jr. Drive, S.W. Atlanta, Georgia 30334 Room number 1702 Dress is business casual. A complimentary breakfast and lunch are provided. Here are some hotels in the area: Embassy Suites Hotel Atlanta - At Centennial Olympic Park 267 Marietta St. Atlanta, GA 30313 (404) 223-2300 ATLANTA HOLIDAY INN 101 A. YOUNG INTERNATIONAL BLVD ATLANTA, GA 30303 404.524.5555 OMNI HOTEL at CNN CENTER 100 CNN Center Atlanta, Georgia 30303 Phone: (404) 659-0000, Fax: (404) 525-5050 Hampton Inn & Suites Atlanta Downtown Hotel 161 Spring Street NW • Atlanta, Georgia 30303 Phone: (404) 589-1111 • Fax: (404) 589-8999 Toll Free: 1-800-HAMPTON The Westin Pachtree Plaza, Atlanta 210 Peachtree St · Atlanta, Georgia 30303 United States · Phone: (404) 659-1400 CLASSES START AT 8:30 AM - 5:00 PM 
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Course Agenda:
This is a one day course which will give you a certificate in Call Center Technology Management upon completion.
Call Center Technologies / Technology Enable Processes topics:
-Call Center Architecture
-Agent Desktop
-Automatic Call Distribution
-Telecommunications
-Network Technology
-CRM Implementation
-Real-time Expert Hub for Agents
-Virtual Call Centers
-Voice Over Internet Protocol (VoIP)
-How to Build a Business Case for Technology Investments
-Using Outsourcing Partners
-Agent Headset Management
Knowledge Management and Self-Service topics:
-Introduction to caller self-service
-Giving callers channel alternatives
-Selecting self-service transactions
-Consistent brand experience
-IVR self-service technologies
-Conducting a self-service pilot
-Changing customer behavior
-Best Practices for IVR implementation
-Voice response optimization
Taught by the industry’s top-rated instructors, this course will equip you with the skill set to improve your call center's performance on a continual basis. You will be able to measure and present real progress for your center using best practices methods validated by the nation’s premier call center institute: The Center for Customer-Driven Quality at Purdue University. At the completion of this course you will receive a certificate from the College, and are eligible for Continuing Education Units from Purdue University. You will receive a comprehensive workbook perfect for taking notes as you follow the course AND perfect for easy reference when you are applying your new skills at work. Share experiences with your peers and return home with valuable “take aways” that will make you a better, more complete manager
Companies who have previously attended our course:
| IBM | State of Georgia | Pitney Bowes |
| Booz Allen Hamilton | McKesson | Bank of America |
| Sierra Health | Boeing | Medtronic |
| Verizon | John Deere | AT&T |
| Perrier | Urban Outfitters | Nestle |
| AAA Clubs | Harris Bank | Nationwide |
| Hilton | Fujitsu | Cablevision |
| Principal Financial Group | Hyatt | Mazda |
| 3M | American Family Insurance | TD Ameritrade |
