Call Center Technology
Demystified
Former Vanguard consultants Lori Bocklund and Dave Bengtson
cut through the techno-speak to serve up clear, concise
explanations of call center technologies with their new
book, Call Center Technology
Demystified: The No Nonsense Guide to Bridging
Customer Contact Technology, Operations and Strategy.
Covering everything 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.
Learn more and order
your copy today.
Call Center
Planning and Design Toolkit
Prepared in collaboration with
Prosci, this toolkit provides a comprehensive planning
checklist and design guideline for creating a world class
call center (or redesigning the call center you have). It
also provides the tools to facilitate a successful contact
center implementation, ranging from strategy and processes
to technology and facilities design.
Learn more and order
your copy today.
Benchmarking
Studies
Vanguard Communications
co-sponsors call center best practices studies in
partnership with
Prosci. The 2004 results are available in
two special editions: “Management and Operations” and
“Technology.” Data from the 2004 study is combined with
data from the 1999 Call Center Best Practices Study to
provide a comprehensive view of the changing call center
environment.
Management and Operations
Learn what works – and what doesn’t – from other call center
managers who are trying to reduce costs and improve service
quality at the same time.
Technology
Find out how technologies are helping to increase customer
satisfaction and operational efficiency -- and the keys to
successful technology deployment.
