Chaperon

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Submitted By madridleojae
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Subject: Vanguard Communications/Incoming Calls Management Institute Seminar

On (date) I attended a seminar in (location) which was sponsored by Incoming Calls Management Institute. The name of the seminar was "Understanding and Applying Today’s Call Center Technologies.” The seminar leader was (Lori Bocklund/Dave Bengtson/Don Van Doren), a consultant with Vanguard Communications Corporation.

We talked about strategic alignment – how important it is that our call center technology enable our call center strategy, which supports our business strategy. We looked at the customer contact challenges presented today. We must use multiple media and build relationships with customers – not just service their needs over the telephone.

We learned the “why, what, how, who, when” of a broad array of call center technologies, from basic functions to advanced tools. We started with a discussion about infrastructure - application architectures, and network architectures. We talked about some of the emerging architectures that move intelligence outside of the switch, and leverage Internet Protocol (IP) for voice switching.

We talked about capabilities for routing and reporting, at both basic and advanced levels. We also looked at advanced management tools such as workforce management systems, simulation tools, and quality and logging systems. We talked about self service via voice response and the web, and the powerful business case it can have with the right application opportunities. We discussed things like conditional and skills based routing, networking sites, Computer Telephony Integration (CTI), and Customer Relationship Management (CRM) systems. The advanced technologies will help us move from using the call center as a tactical resource, to positioning it as a strategic element in customer relationship management.…...

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