Call Center Savvy How to Position Your Call Center for the Business Challenges of the 21st Century
Auteur : Dawson Keith
Preface Part One: Introducing Your Call Center 1. Looking Forward, Looking Back 2. The Six-Stage Model of Call Center Development 3. Moving Your Center Forward Part Two: Technology 4. CTI &The Call Center: The 2% Solution 5. Component-Based Architecture 6. Sweet Suites: Inter-Application Automation 7. Forecasting, Simulating & Routing 8. Predictive Dialers Roll On 9. Inside the New ACD 10. A Dynamic Trio: 3 Technologies That Are Changing Call Centers 11. Speech Recognition: Ready For Prime Time 12. “Virtual” Is Real 13. Counting Customers Instead of Calls Part Three: The Internet Cometh 14. E-Commerce &The Internet: The Customers Are Ready 15. Is Internet Telephony Right For Call Centers? 16. Web-Call Centers 17. The Internet In The Call Center: A New Model Part Four: Call Center Ops 18. Fax: The Forgotten Process 19. Standardizing Business Processes 20. Call Center? Or “Customer Touchpoint”? 21. Confronting Disaster in The Call Center 22. Losing A Lifetime Customer: How The Call Center Can Be the Single Point of Failure 23. Monitoring: What Price Quality? Part Five: Call Centers and The Wider World 24. This is a Global Industry 25. Are Call Centers an Economic Indicator? 26. Telecom Merger Mania: Why Its Good For Call Centers 27. Sweatshops For The 21st Century? 28. Building an Industry From Scratch 29. Telemarketing: More Than a Phone Call Part Six: Building The Call Center of The Future 30. The New Role of The Call Center 31. Customizing Every Interaction: What All This Technology Is Really Good For 32. The Call Center, 2002 Part Seven: Tools For Success
Date de parution : 06-2017
15.2x22.9 cm
Thèmes de Call Center Savvy :
Mots-clés :
Call Center; industry; CTI; managers; Call Center Industry; predictive; Call Center Managers; dialer; Inbound; skills-based; Customer Information Systems; routing; Predictive Dialing; customer; Outbound Dialing; information; Virtual Call Center; systems; In-house Call Center; screen; Company’s Call Center; Agent’s Desktop; Wo; Follow; Call Center Technologies; Call Center Development; Phone Systems; Computer Telephony; Utes; ACD Vendor; Service Bureaus; Computer Telephony Integration; Growing Call Center; Outbound Call Center; Company Wide Strategy