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Provided by: Serebra Learning Corporation Inbound Call Center Technology |
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Training
Provided by Serebra Learning Corporation
Today, the technology within the inbound call center is constantly changing and improving. How can you, as a call center manager, keep up with this advancing technology? Moreover, why should you? This course will explain the fundamentals of inbound call center technology, and explore ways current technology might evolve. It examines different methods of obtaining this technology, and outlines how to protect your call center through Disaster Recovery Planning. Understanding inbound call center technology is one important step to providing better service to your customers. Having technical knowledge of the call center is a considerable advantage when few in the call center environment understand the technology they work with. This series is targeted specifically for call center managers, but would also be a valuable asset for call center executives committed to the growth of their organization, and supervisors of call center agents.
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Inbound Call Center Technology
Audience
This series is targeted specifically for call center managers, but would also be a valuable asset for call center executives committed to the growth of their organization, and supervisors of call center agents.
Topics
Objectives
- Assessing Your Technological Needs
- recognize the benefits of assessing an inbound call center's technological needs.
- match telecom and network functions with given inbound call center requirements.
- match the call center hardware with its application in the given examples.
- identify the stages of a technology plan.
- match each request in the purchasing process with its appropriate function.
- identify the advantages and disadvantages of outsourcing.
- identify the steps of creating a positive outsourcing relationship.
- identify the advantages of co-sourcing over outsourcing.Disaster Planning: When Technology Fails
- recognize the reasons for developing a disaster recovery plan (DRP).
- determine the most effective strategies for handling call center disasters, given a scenario.
- match the steps of the recovery plan with their characteristics.Advanced Inbound Call Center Trends
- recognize the benefits of having CTI and virtual design in the inbound call center
About The Training Provider: Serebra Learning Corporation
Serebra Learning Corporation - Serebra Learning Corporation provides technology-based training solutions through a combination of Cortex, its proprietary learning management system (LMS), and a curriculum catalog with over 1,825 current courseware titles. Founded in 1987 (as FirstClass Systems, with a name change to Serebra in 2001), Serebra has over sixteen years" experience delivering e-learning solutions to both...
