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Getting your IT Shop in Shape to Support Today's Contact Center Technology
The Times They are A-Changing: Get your IT shop in shape to support today's call center technology. Voice-over IP, speech recognition, enhanced performance tools and more are changing the face of today's call center. Lori Bocklund, president of Stategic Contact, will help you understand the changes that your IT (and telecom) organization should prepare for to successfully support and manage technology and optimize operations. Lori will discuss the IT organization implications of taking on changes of call centers with VoIP, etc. She'll talk about the ramifications in the call center space for IT, managing from an enterprise view and getting out of business center silos.