There has been a growing need for the ITSC to look ahead and to identify future needs for those UI call centers already in existence as well as for those SESAs that are just beginning the planning stages. There is a growing need for the ITSC to provide and facilitate seminars for call center planning and implementation as well as improvement of existing call center operations. Operational, technical, management, and staffing issues arise continually that demand attention.
States learn from sharing experiences with each other.
The seminars are a good way to disseminate information from advanced to beginning states and for states to exchange ideas and discuss common problems. The ITSC will develop and give the following courses. Others may be developed as required. These suggestions have come from ITSC surveys as well as from the states that ITSC has worked with over the past five years. There is a growing need for the ITSC to look ahead and to identify future technologies and trends that will affect call centers, both UI call centers already in existence as well as for those SESAs just planning.