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Dial Interactive Speaking Engagements for IBM, Purdue University and Cisco The Dial Interactive team is an integral part of the Contact Center industry and continues to work diligently to assist customers and improve the overall customer experience by speaking at IBM, Purdue University contact center Campus and Cisco Conferences. The following are some of our recent presentations to contact center professionals. Cisco User Group- Leverage your Network by Architecting a Bullet Proof VoIP Strategy (PDF) - This seminar covers ways to check your network health to determine if it will support VoIP. Participants will hear real life stories about interoperability testing before buying a solution and will be introduced to the powerful reasons to migrate to VoIP including Toll By-Pass between remote branch locations. Attendees will learn techniques for performing a product gap analysis and how to analyze the current environment and determine future bandwidth requirements, Quality of Service (QoS) issues you should be concerned about on your IP or Frame Relay network, open standards that each vendor uses and SIP, H323, and other signaling protocols. In addition the session will examine the different compression protocols (711, 729, etc.) and the importance of understanding whether critical contact center features will support the protocols. IBM Networking Solutions Technical Conference- VoIP Architecture / Applications for Contact Centers (PDF) - This seminar will cover: VoIP Architecture and applications for contact centers, how to determine your network health and to determine if it will it support VoIP, how to do a network assessment on the the Enterprise WAN /LAN, how to review current environment and gauge your future bandwidth requirements, analysis of required bandwidth with QoS on frame. It will also include a discussion on SIP and H323, 711 G / G 729 Compression Protocols, the importance of doing interoperability testing before you buy and an discussion of Toll By Pass to branch locations. Purdue University Contact Center Campus - Web Self Service (PDF) - The focus of the seminar is on real life experiences with examples for providing a roadmap to success with Web Self-Service Applications. In addition, the seminar will include discussions on how to match Web Self-Service with IVR self service and insight into the most important uses of the information entered into your Web application. Other topics of discussion include how to drive up your contact center productivity 25%-50% with Web Self-Service, techniques to improve automation within your customer service center, re-engineering existing Web applications, Web collaboration, Click to Talk Technology and techniques for the re-use of source code between IVR and Web Purdue University Contact Center Campus - Creating and Implementing a CRM Strategy (PDF) - The focus of the seminar is on real life experiences with examples for developing a successful CRM roadmap and techniques on how to create and implement a CRM strategy for your contact center. In this session you learn how to increase contact center productivity by utilizing your current IVR system and provide screen pops agents. This session demonstrates how to: drive labor costs down and productivity up, it includes techniques for developing a CRM strategy, requirements and an implementation roadmap. The session includes overviews on how to extract data from an IVR and develop screen pop applications and how to tie the technologies together for a successful CRM strategy. Cisco User Group- Remote Agents Flexibility for Contact Centers (PDF) - This session explores the many issues surrounding remote contact center agents, including management and technology topics. With advances in technology the deployment of remote agents is no longer a cost prohibitive venture. Participants will learn how to provide remote workers with the same contact center features available in a primary center. This session provides tools to choose the right mix of technology for your remote workers and the overall needs of the organization (i.e. remote environment for a permanent full time venture or a temporary infrequent backup arrangement). Attendees will learn about benefits of a remote workforce including improved productivity, improved employee retention and satisfaction, lower real estate costs, and overall increases in customer satisfaction. This session will discuss methods on effective communications with remote workers, maintaining high quality customer interactions and the value and need for comprehensive reporting metrics. |
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Services include: Call Center Consulting, Call Routing, Nortel, Avaya, Cisco Custom Reporting, WebView, IPCC, ICM, IVR, IP- IVR, Call Manager, InfoMaker, Crystal Report, IVR, Voice Recognition, ACD, RFP, CTI, Predictive Dialing, Benchmark, Call Routing, Quality Monitoring, Business Case, ROI Send mail to
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