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Printable Handouts
Navigable Slide Index
- Introduction
- Contact Center Elements
- Contact Center Evolution
- Contact Center Technology Infrastructure
- Automatic Call Distributor (1)
- Automatic Call Distributor (2)
- Conditional Skill Routing Example
- Computer Telephony Integration
- Interactive Voice Response
- Workforce Management Process
- Workforce Management aka F&S
- Ways WFM Helps
- Workforce Management Results
- Recording and Quality Monitoring
- Quality Monitoring Process
- Typical Assessment Form
- Performance Management Defined
- Reports - Plethora of Data, But...
- Performance Management - Empower Employees
- How to Make Performance Management Work
- Applied Performance Management Outcome
- Analytics
- Internal Metrics - Internal Focus
- We Think vs. They Think
- Internal Metrics + External Metrics = Reality
- The Value of Analytics
- Speech Analytics
- Word Spotting, Categorization, Root Cause
- Data Analytics
- Insights Developed from Data Analytics
- Typical Customer Feedback
- Strategic Feedback: From the Customer
- Elements of a Useful Customer Feedback System
- E-Learning in the Contact Center
- Why All This Technology?
- 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:
Categories:
Talk Citation
Durr, W. (2009, February 18). Contact center technology [Video file]. In The Business & Management Collection, Henry Stewart Talks. Retrieved November 7, 2024, from https://doi.org/10.69645/KFLH6003.Export Citation (RIS)