The Training Course Covers these crucial Customer Care & Call Center Issues: • Strategies, Methods, Tools and Trends • Business and Service support systems • People, Process, and Technology Issues • Fulfillment, Assurance and Billing Processes • Customer Care and Call Center Processes • Fundamentals of Workforce Management • Customer-Driven Business Strategies • Customer Service Management • Role of Revenue Assurance and Risk Management • Service Performance Measurement and Management • Customer Satisfaction and Quality Measurement • Defining and Managing SLAs • Customer Care and Call Center KPIs • Business and Application Perspective of Customer Relationship Management (CRM) • Customer Care within the CRM Space • Segmenting of Call Centers by Type and Function of Operation • Call Center Products and Services • Call Center Technology and Trends • Computer Telephone Integration (CTI) and Automatic call distribution (ACD) • CTI / ICR Enabling Software • Internet Enabling Applications • IVR/ASR and Voice mail/ Messaging Applications • Call Center Optimization • Call Center Math and Calculations (hands-on using different tools) • Call Center Software Packages and Systems • Workload Management, Forecasting, and Staff Schedule Modeling