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Chapter 2: Call Center Technology
Figure 2.1: CTI-An open architecture.
Figure 2.2: Mainframe architecture.
Figure 2.3: PC architecture.
Figure 2.4: Client/server architecture.
Figure 2.5: LAN server architecture.
Figure 2.6: Telecom server architecture.
Figure 2.7: Routing calls in the network.
Figure 2.8: Communicating with a call contact center through an ACD.
Figure 2.9: Multidimensional customer contact.
Figure 2.10: Data sources and customer interactions.
Figure 2.11: Data mining tools.
Chapter 3: Organizing and Managing the Call Center
Figure 3.1: Typical call center infrastructure.
Figure 3.2: Cost comparisons for different media channels.
Figure 3.3: Workforce management cycle.
Figure 3.4: Universal routing and the universal queue.
Figure 3.5: Benefits of multimedia channels.
Figure 3.6: Customer inputs to a multimedia call/ contact center.
Figure 3.7: Ascending levels of CSR skills experience.
Figure 3.8: The 800 network.
Chapter 6: Building Customer Relationships with Call Centers
Figure 6.1: Sources of customer information.
Figure 6.2: Corporate functions and customer interactions.
Figure 6.3: Enhancing customer service with technology.
Figure 6.4: Integrating customer knowledge with corporate functions.
Figure 6.5: Enhancing customer service.
Figure 6.6: Getting customer feedback.
Figure 6.7: Integrating customer information.
Figure 6.8: Customer in control.
Figure 6.9: Maximizing the value of each customer interaction.
Figure 6.10: Accessing detailed customer information.
Figure 6.11: Eight areas of operational and customer-oriented capabilities in CRM.
Figure 6.12: Automated e-mail response process.
Figure 6.13: Elements and processes of data mining.
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Call Center Operation: Design, Operation, and Maintenance
ISBN: 155558277X
EAN: 2147483647
Year: 2003
Pages: 90
Authors:
Duane Sharp
BUY ON AMAZON
Project Management JumpStart
Building the Foundation
Breaking Down the Project Activities
Planning and Acquiring Resources
Assessing Risk
Appendix C Sample Project Management Checklists
Strategies for Information Technology Governance
Structures, Processes and Relational Mechanisms for IT Governance
Assessing Business-IT Alignment Maturity
Linking the IT Balanced Scorecard to the Business Objectives at a Major Canadian Financial Group
Technical Issues Related to IT Governance Tactics: Product Metrics, Measurements and Process Control
Governance Structures for IT in the Health Care Industry
Identifying and Managing Project Risk: Essential Tools for Failure-Proofing Your Project
Planning for Risk Management
Identifying Project Schedule Risk
Monitoring and Controlling Risky Projects
Conclusion
Appendix A Selected Detail From the PERIL Database
SQL Tips & Techniques (Miscellaneous)
Understanding SQL Basics and Creating Database Files
Working with Queries, Expressions, and Aggregate Functions
Understanding SQL Transactions and Transaction Logs
Using Data Control Language (DCL) to Setup Database Security
Working with Data BLOBs and Text
Cisco ASA: All-in-One Firewall, IPS, and VPN Adaptive Security Appliance
Intrusion Detection and Prevention Technologies
DNS Doctoring
H.323
Summary
Advanced Features
PMP Practice Questions Exam Cram 2
Project Control
Answers and Explanations
Professional Responsibility
Answers and Explanations
Appendix A. CD Contents and Installation Instructions
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