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1. Call Center Architecture
1.1. Physical architecture
1.2. Data architecture
1.3. Logical architecture
1.4. Future architecture
2. Agent Desktop
2.1. Desktop technology
2.2. Desktop control features
2.3. Customer information files
3. Automatic call distribution
3.1. Introduction to automatic call distribution
3.2. Call routing business rules
3.3. Call management systems
3.4. ACD display boards
4. Telecommunications
4.1. Introduction to telecommunications
4.2. Policy and payoff
4.3. Technologies that improve caller satisfaction
5. Network technology
5.1. Call routing
5.2. Disaster recovery
5.3. Network security
5.4. Call optimization
6. CRM implementation
6.1. Introduction to CRM
6.2. Customer lifetime value
6.3. CRM key performance indicators
6.4. System integration pitfalls
7. Real-time expert hub for Agents
7.1. What is a real-time expert hub
7.2. How should an expert hub be staffed
7.3. What are the by-products of having an expert hub
8. Virtual call centers
8.1. Introduction to “virtual”
8.2. Intelligent virtual call management
8.3. IP call center topology
8.4. Virtual call centers (inbound and outbound)
9. Voice over Internet Protocol (VoIP)
9.1. Introduction to a new technology for call centers
9.2. Best practices for IP network convergence
9.3. VoIP network implementation strategy
9.4. Web-assisted self-service through “click to talk”
10. How to build a business case for technology investments
10.1. Business case background
10.2. Example case studies missing
11. Using outsourcing partners
11.1. How to decide whether to outsource
11.2. How to decide which calls to outsource
11.3. How to manage your outsource partner
12. Agent headset management
12.1. Centralized accountability of headsets
12.2. Headset selection process
12.3. Agent training in usage, care, and hygiene
12.4. Budgeting for purchase and repair
12.5. Theft deterrence
12.6. Headset research
13. Information Technology Solution Providers
13.1. Range of solution providers
13.2. Features and functions
14. Conclusions