List of Figures

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.