• Home
• Analysis
• Policy
• Central Government
• Local Government
• Healthcare
• Education
• Digital Inclusion
• Technology
• Security

Education, Technology

New contact centre lab at Singapore’s technical education institute

By Amelia Kwok | 20 August 2007

Avaya, ITE College West and Radiance Communications have collaborated to establish a contact centre lab. The 38-seat Lab will offer practical training to 450 students reading business-information technology and hospitality operations courses.

Avaya, ITE College West and Radiance Communications have collaborated to establish a contact centre lab. The 38-seat Lab will offer practical training to 450 students reading business-information technology and hospitality operations courses.

Equipped with the latest in contact centre technology, the Lab enables ITE College West to add a new module to its existing contact centre management coursework that builds on the practical development of students. Prior to the establishment of the Lab, students were only exposed to theory classes.

“The opening of this Lab demonstrates ITE’s holistic approach to education – one which is Hands-on, Minds-on, Hearts-on,” says Yek Tiew Ming, Principal, ITE College West. “We want our students to familiarise themselves with real work scenarios and learn through practical experience. Having been trained with the latest technology from Avaya, our students will have an invaluable advantage when they join the job market should they choose a career in contact centre management.”

The solution provides students with key contact centre skills including inbound and outbound call handling, management of call centre reports, and automatic call distribution. These are essential for professional contact centre agents today.

---