Your call center is the heart of customer contact. But you can't have a strong call center if you don't provide the right tools to enable your team to succeed. In this session, Lori Bocklund, president of Strategic Contact, discusses today's "hot" technologies, and why they're being implemented by call centers like yours. This session also shows you how to consider your existing technology, your business goals and operational strategy, and put together a plan to optimize technology application in your environment. Attend this session to find answers to these important call center technology questions:

• Why are technologies such as VoIP, speech recognition, and VoiceXML being pursued
• What business benefits can you expect from today's technologies
• How do you determine your priorities when so many technology enhancements are vying for limited funds
• How do you use technology to enhance critical operational elements such as reporting and resource management
• How do the people, process, and technology elements work together for success

This session will provide a practical framework for technology planning and optimization, based on work with many different companies and their call center technology initiatives.