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Navigable Slide Index

1. Introduction
2. Contact Center Elements
3. Contact Center Evolution
4. Contact Center Technology Infrastructure
5. Automatic Call Distributor (1)
6. Automatic Call Distributor (2)
7. Conditional Skill Routing Example
8. Computer Telephony Integration
9. Interactive Voice Response
10. Workforce Management Process
11. Workforce Management aka F&S
12. Ways WFM Helps
13. Workforce Management Results
14. Recording and Quality Monitoring
15. Quality Monitoring Process
16. Typical Assessment Form
17. Performance Management Defined
18. Reports - Plethora of Data, But...
19. Performance Management - Empower Employees
20. How to Make Performance Management Work
21. Applied Performance Management Outcome
22. Analytics
23. Internal Metrics - Internal Focus
24. We Think vs. They Think
25. Internal Metrics + External Metrics = Reality
26. The Value of Analytics
27. Speech Analytics
28. Word Spotting, Categorization, Root Cause
29. Data Analytics
30. Insights Developed from Data Analytics
31. Typical Customer Feedback
32. Strategic Feedback: From the Customer
33. Elements of a Useful Customer Feedback System
34. E-Learning in the Contact Center
35. Why All This Technology?
36. Thanks

Topics Covered

• Contact center elements
• Contact center evolution
• Technology infrastructure
• Automatic call distributor
• Computer telephony integration
• Interactive voice response
• Workforce management process
• Workforce management results
• Recording and quality monitoring
• How to make performance measurement work
• Analytics
• Internal and external metrics
• Feedback
• E-learning in the contact center

Links

Series:

• Contact Center Management

Categories:

• Management, Leadership & Organisation
• Technology & Operations

Talk Citation

Publication History

• Published on February 18, 2009