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ICMI/Vanguard
Release “No Nonsense” Technology Book
Morris
Plains, New Jersey and Annapolis, Maryland (June 10, 2002) —
Vanguard Communications Corporation and Incoming Calls
Management Institute (ICMI) announced the release of the
book, Call Center Technology Demystified: The No-Nonsense
Guide to Bridging Customer Contact Technology, Operations
and Strategy. The book was written by two Vanguard
consultants, Lori Bocklund and Dave Bengtson. Published by
ICMI’s Call Center Press, it provides a comprehensive review
of essential and advanced technologies for the contact
center in a form that is accessible to business managers,
call center managers, and technologists.
Call
centers are a hotbed of activity. Managers are overrun by a
horde of new technologies each of which promises to deliver
more responsive, targeted, customized service to their
customers. They depend heavily on their technical support
staff to help wade through the possibilities and make
intelligent decisions. Unfortunately, this partnership can
be hampered when the parties lack a common reference point
for communication.
Vanguard
and ICMI rose to this challenge by offering a two-day
seminar entitled Understanding and Applying Today’s Call
Center Technology. During their four-year association,
Vanguard and ICMI have trained hundreds of managers,
technologists, and support personnel all around the globe.
“As much as people love the interaction in the seminar,
we’re often asked ‘Is there a book on call center
technologies that will help me understand this stuff
better?’”, notes Ms. Bocklund, Vice President of Vanguard’s
Contact Center practice. “I didn’t have a good answer for
them. Now I do.”
In Call
Center Technology Demystified, the authors cut through
the techno-speak and serve up clear, concise explanations of
call center technologies — from call routing and management
reporting packages to advanced multimedia services, customer
relationship management systems, and integrated information
solutions. They evaluate a myriad of alternatives, and
highlight the strengths and weaknesses of each approach.
Most importantly, they relate technology and its
implications to the organizations, processes, and business
strategies it supports.
“This
isn’t a book to be read once and then parked on the shelf,”
adds Mr. Bengtson. “We’ve written it to be a reference
guide that managers use routinely in their business planning
meetings, technology decision processes, and vendor
interactions.”
The
suggested list price of the book is $39.95. It may be
purchased directly from Call Center Press at
www.incoming.com or
through major on-line retailers.
About
the authors:
Lori Bocklund is a Vice President of Vanguard,
responsible for directing its Contact Center Practice. She
is a highly sought-after consultant, speaker, teacher and
writer on call center technology and operations. Her
ability to present complicated technical knowledge with
enthusiasm, energy and humor has helped thousands of call
center professionals around the world increase their
understanding of call center technology and its applications
to their organizations.
Dave
Bengtson is a Consultant with Vanguard Communications.
His experience as a systems engineer and project leader led
to more than 100 successful call center implementations. He
is also an adept teacher and coach who has made call center
technologies and concepts accessible to beginners and
experienced professionals alike.
About
Vanguard Communications Corporation:
Vanguard Communications Corporation is the premier
independent consulting company serving contact centers.
Since 1980, Vanguard has worked with businesses in every
major industry and global market on strategy development,
call center planning, business process design, technology
selection and implementation, operations management, and
organizational design. Members of the Vanguard staff are
recognized experts in customer contact, and are featured
speakers and session leaders at industry conferences,
seminars, and workshops. Vanguard is headquartered in
Morris Plains, New Jersey and has offices throughout North
America, Europe, and Asia Pacific.
About
Incoming Calls Management Institute
Established in 1985, Incoming Calls Management Institute
is recognized as the leading resource on management,
operations, and emerging trends impacting the global call
center industry. Based in Annapolis, Md., ICMI was the
first company in the world to offer training seminars on
call center management and operations, including “Essential
Skills and Knowledge for Effective Incoming Call Center
Management,” taken by more than 50,000 call center
professionals. Widely credited with popularizing the term
“call center,” ICMI has consulted to organizations in more
than 20 countries, offering applied business expertise based
on “real-life” hands-on experience of the company’s
executive team. ICMI’s CEO, Brad Cleveland, is co-author of
the industry’s acclaimed “how-to” textbook, Call Center
Management on Fast Forward, and is among the most
sought-after keynote speakers and experts in the call center
industry.
For
more information, please contact:
Maren Symonds
Vanguard Communications Corporation
919 848 6975
msymonds@vanguard.net
www.vanguard.net
Cara
Visconti
Incoming Calls Management Institute
410 267-0700 x225
carav@incoming.com
www.incoming.com |
