Flylib.com
Call Center Operation: Design, Operation, and Maintenance
Call Center Operation: Design, Operation, and Maintenance
ISBN: 155558277X
EAN: 2147483647
Year: 2003
Pages: 90
Authors:
Duane Sharp
BUY ON AMAZON
Table of Contents
BackCover
Call Center Operation-Design, Operation, and Maintenance
Preface
Chapter 1: Introduction to Call Centers
1.2 Analyzing call center requirements
1.3 Vendor solutions
1.4 A 10-point call center development process
1.5 How to use this book
Chapter 2: Call Center Technology
2.1 Computer telephony integration (CTI)
2.2 Network structures and CTI servers
2.3 Basic CTI services
2.4 CTI in the call center
2.5 CTI implementation guidelines
2.6 Automatic call distribution (ACD)
2.7 The Internet in the call center
2.8 Database management technology
2.9 Summary
Chapter 3: Organizing and Managing the Call Center
3.2 Management guidelines for a productive call center
3.3 Twelve characteristics of the best-managed call centers
3.4 The incoming call center
3.5 Call centers-corporate business hubs
3.6 Service level-a core value
3.7 Creating value through workforce optimization
3.8 Disaster and contingency planning in call centers
3.9 Outsourcing the call center
Chapter 4: Selecting and Training Call Center Staff
4.2 Staff selection criteria
4.3 Training CSR staff
4.4 Recommended topics for CSR workshops
4.5 Tool kits
4.6 Advanced CSR training
4.7 Training supervisory and management staff
4.8 Summary: meeting objectives
Chapter 5: Call Center Case Studies
5.1 Communications
5.2 Energy
5.3 Financial services
5.4 Government
5.5 Health care
5.6 Real estate
5.7 Retail
5.8 Technology
5.9 Travel
Chapter 6: Building Customer Relationships with Call Centers
6.1 A rationale and methodology for CRM
6.2 Strategies for managing customer information
6.3 Technology and business tools to support CRM
6.4 The CRM planning phase
6.5 A 12-stage CRM strategy
6.6 Applying the CRM strategy
6.7 CRM issues and tactics
6.8 Customer input to CRM
6.9 Managing the CRM program
6.10 CRM solution: the value to the business
6.11 CallContact center: driving force behind CRM
Appendix A: Call Center Vendor Resources-Product and Service Offerings
Appendix B: Glossary of Call Center and CRM Acronyms and Definitions
CRM definitions and acronyms
Appendix C: References and Bibliography
Bibliography
Index
Index_B
Index_C
Index_D
Index_E
Index_F
Index_G
Index_H
Index_I
Index_J
Index_K
Index_L
Index_M
Index_N
Index_O
Index_P
Index_Q
Index_R
Index_S
Index_T
Index_U
Index_V
Index_W
List of Figures
List of Exhibits
List of Sidebars
Call Center Operation: Design, Operation, and Maintenance
ISBN: 155558277X
EAN: 2147483647
Year: 2003
Pages: 90
Authors:
Duane Sharp
BUY ON AMAZON
The CISSP and CAP Prep Guide: Platinum Edition
Legal, Regulations, Compliance, and Investigations
Initiation of the System Authorization Process
The Certification Phase
Continuous Monitoring Process
Appendix F Security Control Catalog
FileMaker Pro 8: The Missing Manual
Print-Related Layout Options
Table Occurrences
Containers in Calculations
Running Scripts
FileMaker Server
A Practitioners Guide to Software Test Design
Equivalence Class Testing
Data Flow Testing
Test Planning
Defect Taxonomies
Appendix A Brown & Donaldson Case Study
Junos Cookbook (Cookbooks (OReilly))
Creating IPSec Dynamic SAs on J-Series Routers or Routers with AS PICs
Viewing the Routes in the Routing Table
Configuring BGP on Routers Within an AS
Mitigating Route Instabilities with Route Flap Damping
Tracing LDP Operations
What is Lean Six Sigma
Key #1: Delight Your Customers with Speed and Quality
Key #2: Improve Your Processes
Making Improvements That Last: An Illustrated Guide to DMAIC and the Lean Six Sigma Toolkit
The Experience of Making Improvements: What Its Like to Work on Lean Six Sigma Projects
Six Things Managers Must Do: How to Support Lean Six Sigma
HTI+ Home Technology Integrator & CEDIA Installer I All-In-One Exam Guide
Wiring Installation Practices
Security System Basics
User Interfaces
Appendix C Home Technology Industry Associations and Organizations
Appendix E CEDIA Installer Level I Classification System
flylib.com © 2008-2017.
If you may any questions please contact us: flylib@qtcs.net
Privacy policy
This website uses cookies. Click
here
to find out more.
Accept cookies