DOL-NCC_Industry_Day_-_Agenda.docx

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National Contact Center Industry Day
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National Contact Center Industry Day Agenda

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Department of Labor National Contact Center (DOL-NCC) Industry Day Agenda January 8, 2014

9:30am – 10:00am Vendor Check-In

10am – 11:30am Session 1 - Customer Relationship Management (CRM) & Implementer Requirement

· Panel Introductions

· Industry Day Overview

· Discussion Topics

· Cloud and Browser Capabilities

· Security

· Knowledge Management and Delivery

· Computer Telephone Integration (CTI)

· Reporting Dashboard

· Implementation and Data Migration

· Ongoing Support / Maintenance package

· Question & Answer

· Networking Session

Department of Labor National Contact Center (DOL-NCC) Industry Day Agenda January 8, 2014

1:00pm – 1:30pm Vendor Check-In

1:30pm – 3:00pm Session 2 – Contact Center Operations Requirement

· Panel Introductions

· Industry Day Overview

· Discussion Topics

· Contact and Transaction Channels

· Operational Hours

· Tiered Support Services

· Locations & Facility Requirements

· Language Requirements

· Workforce Performance /Staffing Management

· Question & Answer

· Networking Session image1.jpeg

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