Technology Management Certification

Course Agenda:
This is a one day course which will give you a certificate in Call Center Technology Management upon completion.

Call Center IT Management 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

Caller 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

Analytics and Reporting topics:

-Introduction to analytic tools
-Designing Effective Reports
-Corporate Information Needs
-Types of Reports
-Collecting Key Customer Data
-Managing by the Numbers
-Customer-Driven Change
-Call Center Performance Evaluation
-Conclusions

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