A practical guide to call center technology

Author(s)

• Waite, Andrew J.

Bibliographic Information

A practical guide to call center technology

by Andrew J. Waite.

Description and Table of Contents

Description

Get the most out of ACDs (automatic call distributors) and other complex systems in order to boost customer satisfaction and increase sales Includes three ready to use RFPs (request for proposals) for buying an ACD, computer telephony system, or recording

Table of Contents

CONTENTS Chapter 1:Introduction Chapter 2:Establishing a Customer Contact Center Chapter 3:The Customer Call Center Structure Chapter 4:Communications Service and Traffic Issues Chapter 5:Staffing Issues Chapter 6:Strategic Buying Chapter 7:Introducing the Automatic Call Distributor (ACD) Chapter 8:ACD Basics Chapter 9:The ACD as a Customer Workflow Manager Chapter 10:Bullet-Proofing the Customer Contact Centre Chapter 11:Telepone Terminals and Workstations Chapter 12:Customer Contact Centre Management Information Chapter 13:Customer Experience Mapping and Management Chapter 14:Advanced Customer Contact Center Systems Chapter 16:The Big Trends Chapter 17:Acquiring Customer Contact Center Systems Index

by "Nielsen BookData"

Details

• NCID: BA58669116
• ISBN:
  • 1578200946
• Country Code: us
• Title Language Code: eng
• Text Language Code: eng
• Place of Publication: Gilroy, CA ; Berkeley, CA: CMP Books ; distributed to the book trade in U.S. and Canada by Publishers Group West, c2001
• Pages/Volumes: iv, 497 p.
• Size: 23 cm.
• Subject Headings:
  • LCSH : Call centers -- Management.
  • LCSH : Customer services -- Management.
  • LCSH : Telephone in business.
  • LCSH : Telephone systems -- Management.