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Chapter 2: Call Center Technology
Figure 2.1: CTI-An open architecture.
Figure 2.2: Mainframe architecture.
Figure 2.3: PC architecture.
Figure 2.4: Client/server architecture.
Figure 2.5: LAN server architecture.
Figure 2.6: Telecom server architecture.
Figure 2.7: Routing calls in the network.
Figure 2.8: Communicating with a call contact center through an ACD.
Figure 2.9: Multidimensional customer contact.
Figure 2.10: Data sources and customer interactions.
Figure 2.11: Data mining tools.
Chapter 3: Organizing and Managing the Call Center
Figure 3.1: Typical call center infrastructure.
Figure 3.2: Cost comparisons for different media channels.
Figure 3.3: Workforce management cycle.
Figure 3.4: Universal routing and the universal queue.
Figure 3.5: Benefits of multimedia channels.
Figure 3.6: Customer inputs to a multimedia call/ contact center.
Figure 3.7: Ascending levels of CSR skills experience.
Figure 3.8: The 800 network.
Chapter 6: Building Customer Relationships with Call Centers
Figure 6.1: Sources of customer information.
Figure 6.2: Corporate functions and customer interactions.
Figure 6.3: Enhancing customer service with technology.
Figure 6.4: Integrating customer knowledge with corporate functions.
Figure 6.5: Enhancing customer service.
Figure 6.6: Getting customer feedback.
Figure 6.7: Integrating customer information.
Figure 6.8: Customer in control.
Figure 6.9: Maximizing the value of each customer interaction.
Figure 6.10: Accessing detailed customer information.
Figure 6.11: Eight areas of operational and customer-oriented capabilities in CRM.
Figure 6.12: Automated e-mail response process.
Figure 6.13: Elements and processes of data mining.
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Call Center Operation: Design, Operation, and Maintenance
ISBN: 155558277X
EAN: 2147483647
Year: 2003
Pages: 90
Authors:
Duane Sharp
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