Course Outline
Course Agenda:
- 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
Module 1 Call Center Architecture
Module Objectives:
Call center architecture with the following learning objectives:
- Physical architecture
- Data architecture
- Logical architecture
- Future architecture
Physical Architecture
Faculty: J.R. Hardenburgh
J.R discusses physical architecture for call center IT management.
Data Architecture
Faculty:Dr. Jon Anton
Dr. Jon discusses data architecture for call center IT management.
Logical Architecture
Faculty: J.R. Hardenburgh
J.R. Hardenburgh discusses logical architecture in the context of call center architecture and IT management.
Future Architecture
Faculty: J.R. Hardenburgh
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
Desktop Technology
Faculty:Dr. Jon Anton
Dr. Jon explores desktop technology for call center agents.
Desktop Control Features
Faculty: J.R. Hardenburgh
J.R. Hardenburgh discusses desktop control features for call centers.
Customer Information Files
Faculty:Dr. Jon Anton
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
Introduction to Automatic Call Distribution
Faculty: J.R. Hardenburgh
J.R. Hardenburgh provides an introduction to automatic call distribution.
Call Routing Business Rules
Faculty: J.R. Hardenburgh
J.R. Hardenburgh discusses call routing business rules for automatic call distribution and call center IT management.
Call Management Systems
Faculty: J.R. Hardenburgh
J.R. Hardenburgh discusses call management systems for call center IT management.
ACD Display Boards
Faculty: J.R. Hardenburgh
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
Introduction to Telecommunications
Faculty: J.R. Hardenburgh
J.R. Hardenburgh provides an introduction to telecommunications for call center IT management.
Policy and Payoff
Faculty: J.R. Hardenburgh
J.R. Hardenburgh examines policy and payoff for telecommunications and call center IT management.
Technologies that Improve Caller Satisfaction
Faculty:Dr. Jon Anton
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
Call Routing
Faculty: Catherine Gilmore
Catherine Gilmore discusses call routing in relation to network technology and call center IT management.
Disaster Recovery
Faculty: J.R. Hardenburgh
J.R. Hardenburgh examines disaster recovery in the context of call center IT management.
Network Security Part 1
Faculty: J.R. Hardenburgh
J.R. Hardenburgh examines network security for call center IT management.
Network Security Part 2
Faculty: J.R. Hardenburgh
J.R. Hardenburgh examines network security for call center IT management.
Call Optimization
Faculty: J.R. Hardenburgh
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
Introduction to CRM
Faculty: J.R. Hardenburgh
J.R. Hardenburgh provides an introduction to CRM for call center IT management.
Customer Lifetime Value
Faculty:Dr. Jon Anton
Dr. Jon discusses customer lifetime value in relation to CRM implementation.
CRM Key Performance Indicators
Faculty: J.R. Hardenburgh
J.R. Hardenburgh discusses CRM key performance indicators for CRM implementation in call center IT management.
System Integration Pitfalls
Faculty: J.R. Hardenburgh
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
What is a Real-Time Expert Hub
Faculty:Dr. Jon Anton
Dr. Jon examines the real-time expert hub for agents.
How Should an Expert Hub Be Staffed
Faculty:Dr. Jon Anton
Dr. John discusses staffing for a real-time expert hub in call centers.
What Are the By-Products of Having an Expert Hub
Faculty:Dr. Jon Anton
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)
Introduction to "Virtual"
Faculty: J.R. Hardenburgh
J.R. Hardenburgh provides and introduction to "virtual' in the context of call center IT management.
Intelligent Virtual Call Management
Faculty:Dr. Jon Anton
Dr. Jon examines virtual call management for call center IT management.
IP Call Center Topology
Faculty: J.R. Hardenburgh
J.R. Hardenburgh discusses IP call center topology for virtual call centers and call center IT management.
Virtual Call Centers(Inbound and Outbound)
Faculty:Dr. Jon Anton
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”
Introduction to a New Technology for Call Centers
Faculty:Dr. Jon Anton
Dr. Jon introduces voice over internet protocol as a new technology for call centers.
Best Practices for IP Network Convergence
Faculty: J.R. Hardenburgh
J.R. Hardenburgh discusses best practices for IP network convergence in call center IT management.
VOIP Network Implementation Strategy
Faculty: J.R. Hardenburgh
J.R. Hardenburgh examines voIP network implementation strategy for call center IT management.
Web-Assisted Self-Service Through
Faculty:Dr. Jon Anton
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
Business Case Background
Faculty: J.R. Hardenburgh
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
How to Decide Which Calls to Outsource
Faculty:Dr. Jon Anton
Dr. Jon discusses how to decide which calls to outsource in call center IT management.
How to Manage Your Outsource Partner
Faculty:Dr. Jon Anton
Dr. Jon discusses how to manage your outsource partners for call center IT management.
How to Decide Whether to Outsource
Faculty:Dr. Jon Anton
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
Headset Selection Process
Faculty:Dr. Jon Anton
Dr. Jon explores the headset selection process for call center IT management.
Agent Training in Usage, Care and Hygiene
Faculty:Dr. Jon Anton
Dr. Jon discusses agent training in usage, care and hygiene for call center IT management.
Budgeting for Purchase and Repair
Faculty:Dr. Jon Anton
Dr. Jon discusses budgeting for purchase and repair in call center IT management.
Theft Deterrence
Faculty:Dr. Jon Anton
Dr. Jon discusses theft deterrence for agent headset management.
Headset Research
Faculty:Dr. Jon Anton
Dr. Jon explores headset research as it relates to agent headset management and call center IT management.
Centralized Accountability of Headsets
Faculty:Dr. Jon Anton
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.
Range of Solution Providers
Faculty:Dr. Jon Anton
Dr. Jon examines the range of solution providers for call center IT management.
Features and Functions
Faculty:Dr. Jon Anton
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.
Conclusions
Faculty: J.R. Hardenburgh
J.R. Hardenburgh concludes the the section on call center IT management.
