Perspective is a beautiful thing.
If you’re a politician, knowing psychology is a useful perspective. If you’re a writer like I am, knowing web technology is a useful perspective. If you’re call center management, knowing telecommunications concepts is a useful perspective.
While every call center agent might not need to know telecommunications concepts and applications, it sure is useful for call center management.
With that in mind, the Resource Center for Customer Service Professionals (RCCSP) is offering an on-site, two-day training seminar that encompasses the telecom concepts and applications that help call center professionals.
The course, “Intro to Telecom Concepts and Applications: Voice, Data and Video,” digs deep.
The agenda includes network components, terms and concepts; basic voice telephony; backbone and access circuits; the public switched telephone network (PSTN); private voice networks; introduction to data networking; virtual circuit-based wide area networks; local area networks (LAN); the Internet, including connectionless WANs and routers; and Network Convergence (News - Alert).
From the course, call center professionals will learn the fundamentals of voice, data and video communications technology, including industry buzzwords. Concepts such as the differences between analog and digital transmission and the migration to converged digital/optical networks for voice, data and video will be covered.
After the seminar, students will also possess more detailed knowledge of telecommunications equipment such as carrier switches, routing, PBXs, T1 trunks, switched versus dedicated circuits, packet and wireless networks. Modems, virtual circuits, hubs, switches and routers will be covered, too.
Beyond voice, the seminar will cover data networks and video as well.
Attendees will learn the differences between all the various access methods including DSL, cable MODEMs, wireless (cellular, WiMax, Wi-Fi), T1 and Carrier Ethernet. They will learn about private voice network design alternatives using tie-lines, Centrex, virtual private networks (VPN) and hosted services.
According to RCCSP, they will master the basics of local, metropolitan and wide area networks (LANs, MANs and WANs), including the differences between network bridging/switching and routing, review the structure and capabilities of the public Internet and private Intranets, and go deep with understanding about Frame Relay, ATM, MLPS, Ethernet and TCP/IP and determine each technologies impact on network design, communication capabilities and Quality of Service (QOS).
Internet telephony will be covered, including Voice over IP (VOIP) using IP PBXs, IP phones and Internet Telephony Service Providers (ITSP) and IPTV (News - Alert), including giving students a working knowledge of communications protocols and standards with an emphasis on their importance in network engineering and network operation.
The role of social networking and cloud computing on telecommunications also will be covered.
The seminar runs two days, 9am to 5pm, and costs $1,895 per student. More information about the seminar can be found at the RCCSP web site.
Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida. Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.
Edited by Brooke Neuman