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Master Business Networking in Just 1 Day - Join our Workshop in Paisley
By Mangates
Business Networking 1 Day Training in Paisley
Master Business Networking in Just 1 Day - Join our Workshop in Hamilton, UK
By Mangates
Business Networking 1 Day Training in Hamilton, UK
Public Speaking 1 Day Training in Hamilton, UK
By Mangates
Public Speaking 1 Day Training in Hamilton, UK
Master Business Networking in Just 1 Day - Join our Workshop in Glasgow
By Mangates
Business Networking 1 Day Training in Glasgow
Communication Strategies 1 Day Workshop in Glasgow
By Mangates
Communication Strategies 1 Day Workshop in Glasgow
Communication Strategies 1 Day Workshop in Paisley
By Mangates
Communication Strategies 1 Day Workshop in Paisley
Communication Strategies 1 Day Workshop in Hamilton, UK
By Mangates
Communication Strategies 1 Day Workshop in Hamilton, UK
Communication Strategies 1 Day Workshop in Airdrie
By Mangates
Communication Strategies 1 Day Workshop in Airdrie
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.
