Call Center Operation: Design, Operation, and Maintenance - page 1
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- Table of Contents
- 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
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