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Call Center IT Management


Course Description:


- 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
- Information Technology Solution Providers
- Conclusions
- At the end of each Module there is a quiz
- After completing all modules there is a final online test to pass the course


Click here to see Call Center FAQ

Module 1 Call Center Architecture


Module Objectives:


Call center architecture with the following learning objectives:
- Physical architecture
- Data architecture
- Logical architecture
- Future architecture

Faculty Topic Description
J.R. Hardenburgh Physical Architecture J.R discusses physical architecture for call center IT management.
Dr. Jon Anton Data Architecture Dr. Jon discusses data architecture for call center IT management.
J.R. Hardenburgh Logical Architecture J.R. Hardenburgh discusses logical architecture in the context of call center architecture and IT management.
J.R. Hardenburgh Future Architecture J.R. Hardenburgh discusses future architecture as it relates to call center architecture and IT management.

Module 2 Agent Desktop


Module Objectives:


Agent desktop with the following learning objectives:
- Desktop technology
- Desktop control features
- Customer information files

Faculty Topic Description
Dr. Jon Anton Desktop Technology Dr. Jon explores desktop technology for call center agents.
J.R. Hardenburgh Desktop Control Features J.R. Hardenburgh discusses desktop control features for call centers.
Dr. Jon Anton Customer Information Files Dr. Jon discusses customer information files for the agent desktop.

Module 3 Automatic Call Distribution


Module Objectives:


Automatic call distribution with the following learning objectives:
- Introduction to automatic call distribution
- Call routing business rules
- Call management systems
- ACD display boards

Faculty Topic Description
J.R. Hardenburgh Introduction to Automatic Call Distribution J.R. Hardenburgh provides an introduction to automatic call distribution.
J.R. Hardenburgh Call Routing Business Rules J.R. Hardenburgh discusses call routing business rules for automatic call distribution and call center IT management.
J.R. Hardenburgh Call Management Systems J.R. Hardenburgh discusses call management systems for call center IT management.
J.R. Hardenburgh ACD Display Boards J.R. Hardenburgh discusses ACD display boards for automatic call distribution.

Module 4 Telecommunications


Module Objectives:


Telecommunications with the following learning objectives:
- Introduction to telecommunications
- Policy and payoff
- Technologies that improve caller satisfaction

Faculty Topic Description
J.R. Hardenburgh Introduction to Telecommunications J.R. Hardenburgh provides an introduction to telecommunications for call center IT management.
J.R. Hardenburgh Policy and Payoff J.R. Hardenburgh examines policy and payoff for telecommunications and call center IT management.
Dr. Jon Anton Technologies that Improve Caller Satisfaction Dr. Jon explores technologies that improve caller satisfaction for call centers.

Module 5 Network Technology


Module Objectives:


Network technology with the following learning objectives:
- Call routing
- Disaster recovery
- Network security
- Call optimization

Faculty Topic Description
Catherine Gilmore Call Routing Catherine Gilmore discusses call routing in relation to network technology and call center IT management.
J.R. Hardenburgh Disaster Recovery J.R. Hardenburgh examines disaster recovery in the context of call center IT management.
J.R. Hardenburgh Network Security Part 1 J.R. Hardenburgh examines network security for call center IT management.
J.R. Hardenburgh Network Security Part 2 J.R. Hardenburgh examines network security for call center IT management.
J.R. Hardenburgh Call Optimization J.R. Hardenburgh discusses call optimization as it relates to network technology and call center IT management.

Module 6 CRM Implementation


Module Objectives:


CRM implementation with the following learning objectives:
- Introduction to CRM
- Customer lifetime value
- CRM key performance indicators
- System integration pitfalls

Faculty Topic Description
J.R. Hardenburgh Introduction to CRM J.R. Hardenburgh provides an introduction to CRM for call center IT management.
Dr. Jon Anton Customer Lifetime Value Dr. Jon discusses customer lifetime value in relation to CRM implementation.
J.R. Hardenburgh CRM Key Performance Indicators J.R. Hardenburgh discusses CRM key performance indicators for CRM implementation in call center IT management.
J.R. Hardenburgh System Integration Pitfalls J.R. Hardenburgh explores system integration pitfalls as they relate to CRM implementation and call center IT management

Module 7 Real-Time Expert Hub for Agents


Module Objectives:


Real- time expert hub for agents with the following learning objectives:
- What is a real- time expert hub
- How should an expert hub be staffed
- What are the by- products of having an expert hub

Faculty Topic Description
Dr. Jon Anton What is a Real-Time Expert Hub Dr. Jon examines the real-time expert hub for agents.
Dr. Jon Anton How Should an Expert Hub Be Staffed Dr. John discusses staffing for a real-time expert hub in call centers.
Dr. Jon Anton What Are the By-Products of Having an Expert Hub Dr. Jon discusses the by-products of having an expert hub for call centers.

Module 8 Virtual Call Centers


Module Objectives:


Virtual call centers with the following learning objectives:
- Introduction to “virtual”
- Intelligent virtual call management
- IP call center topology
- Virtual call centers (inbound and outbound)

Faculty Topic Description
J.R. Hardenburgh Introduction to "Virtual" J.R. Hardenburgh provides and introduction to "virtual' in the context of call center IT management.
Dr. Jon Anton Intelligent Virtual Call Management Dr. Jon examines virtual call management for call center IT management.
J.R. Hardenburgh IP Call Center Topology J.R. Hardenburgh discusses IP call center topology for virtual call centers and call center IT management.
Dr. Jon Anton Virtual Call Centers(Inbound and Outbound) Dr. Jon talks about virtual call centers(inbound and outbound) for call center IT management.

Module 9 Voice Over Internet Protocol


Module Objectives:


Voice over Internet protocol (VoIP) with the following learning objectives:
- Introduction to a new technology for call centers
- Best practices for IP network convergence
- VoIP network implementation strategy
- Web- assisted self- service through “click to talk”

Faculty Topic Description
Dr. Jon Anton Introduction to a New Technology for Call Centers Dr. Jon introduces voice over internet protocol as a new technology for call centers.
J.R. Hardenburgh Best Practices for IP Network Convergence J.R. Hardenburgh discusses best practices for IP network convergence in call center IT management.
J.R. Hardenburgh VOIP Network Implementation Strategy J.R. Hardenburgh examines voIP network implementation strategy for call center IT management.
Dr. Jon Anton Web-Assisted Self-Service Through Dr. Jon discusses web-assisted self-service through "click to talk" in relation to call center IT management.

Module 10 How to Build a Business Case for Technology Investments


Module Objectives:


How to build a business case for technology investments with the following learning objectives:
- Business case background
- Example case studies

Faculty Topic Description
J.R. Hardenburgh Business Case Background J.R. Hardenburgh discusses business case background in relation to call center IT management.

Module 11 Using Outsourcing Partners


Module Objectives:


Using outsourcing partners with the following learning objectives:
- How to decide whether to outsource
- How to decide which calls to outsource
- How to manage your outsource partner

Faculty Topic Description
Dr. Jon Anton How to Decide Which Calls to Outsource Dr. Jon discusses how to decide which calls to outsource in call center IT management.
Dr. Jon Anton How to Manage Your Outsource Partner Dr. Jon discusses how to manage your outsource partners for call center IT management.
Dr. Jon Anton How to Decide Whether to Outsource Dr. Jon examines how to decide whether to outsource in your call center

Module 12 Agent Headset Management


Module Objectives:


Agent headset management with the following learning objectives:
- Centralized accountability of headsets
- Headset selection process
- Agent training in usage, care, and hygiene
- Budgeting for purchase and repair
- Theft deterrence
- Headset research

Faculty Topic Description
Dr. Jon Anton Headset Selection Process Dr. Jon explores the headset selection process for call center IT management.
Dr. Jon Anton Agent Training in Usage, Care and Hygiene Dr. Jon discusses agent training in usage, care and hygiene for call center IT management.
Dr. Jon Anton Budgeting for Purchase and Repair Dr. Jon discusses budgeting for purchase and repair in call center IT management.
Dr. Jon Anton Theft Deterrence Dr. Jon discusses theft deterrence for agent headset management.
Dr. Jon Anton Headset Research Dr. Jon explores headset research as it relates to agent headset management and call center IT management.
Dr. Jon Anton Centralized Accountability of Headsets Dr. Jon explores centralized accountability of headsets for call center IT management.

Module 13 Information Technology Solution Providers


Module Objectives:


This module describes the range of solution providers and their features and functions.

Faculty Topic Description
Dr. Jon Anton Range of Solution Providers Dr. Jon examines the range of solution providers for call center IT management.
Dr. Jon Anton Features and Functions Dr. Jon explores features and functions for information technology solution providers in call center IT management.

Module 14 Conclusions


Module Objectives:


This module concludes the call center IT management course.

Faculty Topic Description
J.R. Hardenburgh Conclusions J.R. Hardenburgh concludes the the section on call center IT management.

Copyright 2010 CCCE  
The College of Call Center Excellence CCCE
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