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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