Call Center Operation: Design, Operation, and Maintenance - page 68

Index

D

Data, collecting incoming-call, 95

Database

centralized, 181

CRM tool, 206

customer, 23

customer relationship management, at Crystal Decisions, 193

Onyx, 183, 195

See also Database management technology

Database management technology, 57–60

database alternatives, 58–59

data clustering, 60

data mining, 59

data standards and, 59–60

integrating customer data and, 59

See also Database

Data cleansing, 280

Data clustering, 60

Data communication standards, 20

Data-directed routing, 270

Data mart, 280

Data mining, 57–59

analytical, 237–238

as CRM tool, 206

defined, 280

elements and processes of, 238

Data model, 280

Data sources, secondary, 224

Data standards, 59–60

Data warehousing, 206, 280

Delta Dental Plan of Kentucky, 182–183

Delta updating, 280

Dense wavelength division multiplexing (DWDM), 270

Depository Trust Company, The (DTC), 174–175

Dialed number identification service (DNIS), 270

Dialed number information service (DNIS), 29

diAx, 168–169

Digital device, 270

Digital line card, 36

Digital signal processor (DSP), 271

Digital trunk card, 36

Direct inward dialing (DID), 271

Disaster and contingency planning, 119–124

auditing plans, 123–124

cabling/wiring/power assessment, 120

downtime and, 119

emergency situations and, 119–120

key personnel and, 121

manual work procedures and, 120

power protection and, 121–122

secondary operating sites and, 121

uninterruptible power supply, 120, 122–123

Distributed call centers, 92

DNIS. See Dialed number identification service

DNIS. See Dialed number information service

Drucker, Peter, 114

DS-0, 271

DS-1/T-1, 271

DSP. See Digital signal processor

Dual-tone multifrequency (DTMF), 271

Dumb switch, 271

DWDM. See Dense wavelength division multiplexing

Index

E

E1 line, 271

E-CRM, 280

800 network, long-distance charges and, 129

800 telephone lines

profitability of, for telcos, 129

savings in charges for, 22

80/20 law, 109, 281

E-mail

advertising via, 74

application at Nokia, 172

automated response process, 230, 271

as CRM tool, 206

defined, 271

as response category, 101

for technical support, 55

workforce management cycle and, 73

workforce management systems and, 67

Emergency situations, coping with, 119–120

Employee environment

empowerment and, 113–114

optimization and, 112–115

recognition and, 113–114

response to employee needs, 114–115

training and, 113–114

Employees

absenteeism and, 63

categorical knowledge of, 116

environment of. See Employee environment

managing telecommuting, 92–93

motivating, 138–139

as primary assets, 117, 117–118

rising staff costs, 63

training issues, 139–140. See also Training

turnover among, 62–63, 114–115

See also Customer service representatives; Human resources; Staff

Employment law, compliance with, 80

Energy company, case study about, 173

Enterprise application integration (EAI) game plan, 235

Enterprise level, CTI implementation at, 38

Erlang, A. K., 98

Erlang B, 271

Erlang C, 95–96, 98, 102, 271

Escalation rules, 175

Ethernet, 25, 271

European Union, Working Time Directive in, 72

Event code, 271

Event-driven campaigns, 281

Exact transaction analysis, 227