Call Center Operation: Design, Operation, and Maintenance - page 70

Index

F

Facsimile (fax), 101, 271-272

ACD integration with, 48

as terminal device, 29

FAQs, 8

Fax-back, 272

Fax-on-demand, 272

Fax processing, 37

Fax-server, 272

Feature activation, 32-33

Fiber-optic cable, 272

Financial services companies, case studies on, 174-179

First-party call control, 32

First-party CTI, 272

Forecasting, workforce management cycle and, 79

Freephone service, 272

Frequency, 281

Front-office activities, CRM and, 201

Index

G

Gartner research report (CSRs), 114

GOS. See Grade of service

Government institutions, case study on, 179–181

Grade of service (GOS), 100

Graphical user interface (GUI), 272

Ground start/loop start, 272

Group Telecom, 169–170

GTE Telecommunications Services, 170–171

Index

H

Health care companies, case studies on, 182–185

Help desk, 133–134

"Hot-desking," 79

HSN (Home Shopping Network), 189–190

Human resources, challenges for managers, 64

Hypertext mark-up language (HTML), 272

Index

I

IAMs. See Integrated application modules

IBM LAN Manager, 26

Incoming call center

changes in, 97-98

opportunities and challenges for, 96-97

planning and managing, 95-96

as total process, 89

use of term, 96

Incoming Calls Management Institute, 83, 94

Informational data warehouse, 58

Integrated application modules (IAMs), 52

Integrated call centers, 8-9

Integrated services digital network (ISDN), 52, 272

Integrated software vendors (ISVs), 273

Integrated systems, 9-10

Intelligent routing, 177

Intelligent terminal, 17

Interactive digital TV, 74

Interactive protocol (IP), 273

Interactive voice response (IVR)

ACD integration with, 48

in communications environment, 21

defined, 273

as enhanced CTI service, 37

power failure and, 122

at Nordea, Merita Bank, 178

Intercom call, 31

InterExchange Carrier (IXC), 273

Interfacing hardware, for telecom switching systems, 31

Internet

call control standards and, 20

role in call centers, 54-57

text-based interaction and, 56-57

text and visual information and, 21

See also Website

Intranet, 79

ISDN. See Integrated services digital network

ISVs. See Integrated software vendors

IT-focused CRM, 241

IVR. See Interactive voice response

IXC. See InterExchange Carrier

Index

J

Java, 20

Jitter, 273

Index

K

Key systems, 30

Index

L

Labor laws, 72

LAN. See Local area network

Latency, 273

Leadership skills, 155

Legacy systems, 7, 17

LGS Interaction Management Solution, 169-170, 193

Liberty Funds Group, 175-176

Lightning strike, 120

Line card, digital, 36

Line interface, 31

Line side interfaces, 30

Local area network (LAN)

in client/server computing, 17-18, 43

defined, 273

server architecture, 25-26

Local loop, 273

Index

M

Mainframe architecture, 16

Mainframe computer, CTI and, 38

Management. See Call center management

Management information system (MIS), 273

Managers

knowledge requirements for, 99

performance criteria for, 118

personal development topics for, 155-156

professional skills for, 98-99

selection criteria for, 143

training, 154-162. See also Supervisory and management training

Manual work procedures, 120-121

Marketing

new paradigm, 207

outbound, 224

Marketing campaign programs, 74, 206

Market research, 224

M-commerce, 273

Measuring performance, 8, 11, 91

Measuring results, 83-84

Media conversion, 37

MetLife Investors Group, 176-177

Microsoft

operating systems standards by, 19-20

Windows NT, 26

Middleware products, 41, 207

MIS. See Management information system

Modem, as terminal device, 29

Monitoring

guidelines for, 161-162

performance, 8

at Primavera Systems, 196

Monitoring systems, 80-82

excesses in, 81-82

guidelines for using, 83

pros and cons of, 81

selecting, installing and using, 82

Multimedia board, as terminal device, 29

Multimedia centers, workforce management systems for, 66-68

Multimedia channels, benefits of, 85

Multimedia queue, 174

Multisite support, WMC and, 71-72, 80

Multi-vendor integration protocol (MVIP), 273

MVIP. See Multi-vendor integration protocol