Now is an ideal time to learn more about contact center technology. Key transformations are happening in the industry that can significantly impact your center’s operational excellence and costs.

Voice over IP is not a technology that may influence your center at some point – it will! This course can get you on a path to a VoIP migration strategy that will be critical to your success.

Most centers today handle more than inbound voice calls. They also handle email, fax, voice messages, outbound calls, text chat, web collaboration, and others. This course shows you how a common multimedia routing and reporting engine can help you deliver optimum customer service, regardless of channel.

Speech recognition has the potential to transform a customer’s self-service experience, thus lowering your costs and enhancing your customers’ view of the company. This course will help you identify the things you need to consider and plan for as you move to speech-based applications.

As the call center has gained strategic value in the corporation, we have a responsibility to deliver more meaningful information to the corporate leadership. In this course, we discuss performance optimization tools that help you go beyond measures of service level and handle time to truly address the contribution of your center to corporate goals.

Many companies implemented – or attempted to implement – customer relationship management software, with limited success. Learn what it takes to get CRM and knowledge management right for both the technology implementation and the corresponding people, process, and strategy factors