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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
CompTIA Project+ Study Guide: Exam PK0-003
Project Initiation
Cost Planning
Other Planning Processes
Project Control
Appendix A Systems Development Life Cycle
Kanban Made Simple: Demystifying and Applying Toyotas Legendary Manufacturing Process
Forming Your Kanban Team
Conduct Data Collection
Appendix A MRP vs. Kanban
Appendix F Implementation in Large Plants
Appendix G Intra-Cell Kanban
Mapping Hacks: Tips & Tools for Electronic Cartography
Hack 10. Georeference Digital Photos
Hack 26. Work with Different Coordinate Systems
Hack 40. Plot Points on a Spinning Globe Applet
Hack 79. Geocode a U.S. Street Address
Hack 94. Geo-Warchalking with 2-D Barcodes
Google Maps Hacks: Tips & Tools for Geographic Searching and Remixing
Hack 1. Get Around http://maps.google.com
Hack 10. Add a Google Map to Your Web Site
Hack 20. Track Official Storm Reporting
Hack 48. Tell Your Communitys Story
Hack 50. Geoblog with Google Maps in Thingster
Twisted Network Programming Essentials
Web Servers
Representing Users with Different Capabilities
Downloading Messages from an IMAP Mailbox
Using Public Keys for Authentication
Providing an Administrative Python Shell
Understanding Digital Signal Processing (2nd Edition)
DFT PROCESSING GAIN
REFERENCES
BANDPASS FIR FILTER DESIGN
DC REMOVAL
SMOOTHING IMPULSIVE NOISE
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