Call Center Operation: Design, Operation, and Maintenance - page 78

Index

N

NetWare loadable module (NLM), 274

Network call, 31

Networking

ACDs, 51–52

hardware, as core technology, 7

Network interface, 274

Network interface module, 274

Network structures, 25–31

call center communications and, 26–30

routing calls, 28

telecom switching systems, 30–31

Nokia, 171–172

Nordea, Merita Bank, 178

Northern PBX systems, 175

Novell

NetWare, 26

operating systems standards and, 19–20

Index

O

Occupancy, 274

One-to-one CRM, 207, 217

On-Hook/Off-hook, 274

On-line knowledge base, 8

On-line transaction processing, 58

Onyx customer database, 183, 195

Open systems, 34–38, 53, 274

Operating system software, 30

Operational CRM, 281

Operational data warehouse, 58

Optical character recognition (OCR), 38

Outbound marketing programs, 224

Outsourcer

future of traditional, 133–134

high-tech, 132

managing relationship with, 126

moving to, 127

pointers for, 127–128

specialty niches and, 132–133

telephone companies as, 128–130

See also Outsourcing

Outsourcing, 124–135

benefits to companies, x, 135

benefits to customers, 130–132

CRM applications, 235

customer relationships and, 125–126

dangers in, 125–126

network-based call center services and, 132

Web integration services and, 131

See also Outsourcers

Oxford Properties Group, 185–187

Index

P

Packet switching, 274

Pareto's law, 281

Passive loyalty, 281

PBX. See Private branch exchange

PBX/ACD, 51

PBX/ACD hybrid, 47

PC-ACDs, 47

PC architecture, 17

PCM expansion bus (PEB), 274

Percent allocation, 274

Performance

evaluation, 76

measuring, 8, 10

monitoring. See Monitoring; Monitoring systems

Personal organizer application, 33

Pharmaceutical manufacturer, CRM gains for, 222

Philips Oral Healthcare, 183-184

Phone switch. See Private branch exchange (PBX)

Pilot test, 281

Plain old telephone service (POTS), 274

Planning, collaborative, 88-89

PMOs. See Program/project management offices

POI. See Point of interaction

Point of interaction (POI), 280, 281

Pooling resources, 90

Port, 274

Portal, 274

Postal correspondence, 101

POTS. See Plain old telephone service

Power audit, 124

Power dialer, 275

Predictive dialer, 275

Preview dialing, 275

Primary rate interface (PRI), 275

Primavera Systems, 194-197

Prioritizing rules, 175

Priority levels, 102

Privacy of personal information, 228

Private branch exchange (PBX), 3

adding to, 20

call handling features, 33

as core technology, 7

CTI implementation and, 38

CTI origination in, 34

customer premise model and, 30

defined, 275

Northern, 175

switch links and, 35

vendor contact and, 40

Productivity

CTI and call center, 24

service level and, 106

Productivity guidelines, 64-87

advanced workforce management systems and, 67-68

measuring results, 83-84

for monitoring systems, 83

Web-driven interfaces, 86

workforce management cycle, 68-83

workforce management systems, 64-67

Profitability

employee environment and, 116-117

gains, 112

Program/project management offices (PMOs), 236

Project checklist, CTI, 39-40, 42-45

"Proof of concept," 220

Property and casualty insurer, CRM gains for, 222

Protocol, 275

Public network model, 27-29

Public switched telephone network (PSTN), 275

Pulse code modulation (PCM), 31

Purdue University Center for Customer-Driven Quality, 62-63