Call Center Delivery Technologies

• Examine various inbound and outbound contact delivery technologies and their applications, features, and benefits.
• Describe the steps for conducting a technology needs analysis.
• Explain the elements of a business case for technology solutions.

Call Center Management Tools

• Identify various inbound and outbound contact management tools and their applications, features, and benefits.
• Explain the elements of a technology project management plan.

Call Center Performance Measurements

• Examine qualitative and quantitative performance metrics for agents, teams, and overall call center.
• Identify sources, uses, and limitations of performance measurements.
• Develop guidelines for analyzing and managing performance measurements.

Reporting and Communicating Performance

• Develop employee performance reporting and feedback strategies.
• Develop a performance communications plan for stakeholders.
• Evaluate the effectiveness of various channels for communicating call center performance.

Call Center Risk Management

• Examine the implications of industry ethics and government standards on inbound and outbound call centers.
• Evaluate a call center's risk management and contingency planning strategies.