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130 Courses

Essential call centre technologies

5.0(3)

By Systems & Network Training

Call centre training course description A theory based course covering the major technologies found in call centres today. What will you learn ACD IVR CRM CTI Diallers Call centre training course details Who will benefit: Anyone needing to know about technologies used in call centres. Prerequisites: Telecommunications Introduction Introduction to data comms and networking Duration 2 days Call centre training course contents Overview What are call centres? What are contact centres, Inbound call centres, outbound call centres, blended call centres, Call centre architectures. Telephony and telecomms basics PSTN, switching, PBXs, call routing. Data basics OSI, IP, VoIP. Routing, queuing and matchmaking Principles, distribution, sequencing. ACDs PBX features, Users, call processing, agent features, supervisor features, ACD telephones, ACD calls vs PBX calls, agent positions, ACD groups, routing calls, skills based routing. IVR Types, architectures, choice and control, best practices, IVR input technologies, IVR output technologies, speech recognition, call routing, IVR sizing, web based self service. CRM Contact management, databases, integration, use in call centres, benefits and features. Call centre integration Media types, VoIP, unified messaging, VoiceXML. CTI Simple CTI, 1st and 3rd party integration, CTI benefits and applications in call centers. Diallers History, campaigns, campaign types, Call Progress Detectors, Preview and Predictive Dialling. Management tools Measuring, managing, optimising, recorders, forecasting call centre resources.

Essential call centre technologies
Delivered in Internationally or OnlineFlexible Dates
£2,477

Boost Customer Satisfaction: Join us 1 Day Training in Harrogate

By Mangates

Customer Service Essentials 1 Day Training in Harrogate

Boost Customer Satisfaction: Join us 1 Day Training in Harrogate
Delivered In-Person + more
£595 to £795

Boost Customer Satisfaction: Join us 1 Day Training in Slough

By Mangates

Customer Service Essentials 1 Day Training in Slough

Boost Customer Satisfaction: Join us 1 Day Training in Slough
Delivered In-Person + more
£595 to £795

Boost Customer Satisfaction: Join us 1 Day Training in Milton Keynes

By Mangates

Customer Service Essentials 1 Day Training in Milton Keynes

Boost Customer Satisfaction: Join us 1 Day Training in Milton Keynes
Delivered In-Person + more
£595 to £795

Boost Customer Satisfaction: Join us 1 Day Training in Craigavon

By Mangates

Customer Service Essentials 1 Day Training in Craigavon

Boost Customer Satisfaction: Join us 1 Day Training in Craigavon
Delivered In-Person + more
£595 to £795

Boost Customer Satisfaction: Join us 1 Day Training in Burton Upon Trent

By Mangates

Customer Service Essentials 1 Day Training in Burton Upon Trent

Boost Customer Satisfaction: Join us 1 Day Training in Burton Upon Trent
Delivered In-Person + more
£595 to £795

Boost Customer Satisfaction: Join us 1 Day Training in Windsor Town

By Mangates

Customer Service Essentials 1 Day Training in Windsor Town

Boost Customer Satisfaction: Join us 1 Day Training in Windsor Town
Delivered In-Person + more
£595 to £795

Boost Customer Satisfaction: Join us 1 Day Training in Buxton

By Mangates

Customer Service Essentials 1 Day Training in Buxton

Boost Customer Satisfaction: Join us 1 Day Training in Buxton
Delivered In-Person + more
£595 to £795

Boost Customer Satisfaction: Join us 1 Day Training in Solihull

By Mangates

Customer Service Essentials 1 Day Training in Solihull

Boost Customer Satisfaction: Join us 1 Day Training in Solihull
Delivered In-Person + more
£595 to £795

Boost Customer Satisfaction: Join us 1 Day Training in Newcastle

By Mangates

Customer Service Essentials 1 Day Training in Newcastle

Boost Customer Satisfaction: Join us 1 Day Training in Newcastle
Delivered In-Person + more
£595 to £795
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