Call Center operation: design, operation, and maintenance
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Amsterdam [u.a.]
Digital Press
2003
|
| Schriftenreihe: | Enterprise computing
|
| Schlagworte: | |
| Online-Zugang: | Publisher description Table of contents Inhaltsverzeichnis |
| Beschreibung: | 303 S. Ill. |
| ISBN: | 155558277x |
Internformat
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Datensatz im Suchindex
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|---|---|
| adam_text | Contents
Preface Xi
1 Introduction to Call Centers I
I. I Overview I
1.2 Analyzing call center requirements 5
1.3 Vendor solutions 9
1.4 A 10 point call center development process 10
1.5 How to use this book | |
2 Call Center Technology I 3
2.1 Computer telephony integration (CTI) 14
2.2 Network structures and CTI servers 25
2.3 Basic CTI services 31
2.4 CTI in the call center 34
2.5 CTI implementation guidelines 38
2.6 Automatic call distribution (ACD) 45
2.7 The Internet in the call center 54
2.8 Database management technology 57
2.9 Summary $0
3 Organizing and Managing the Call Center 61
3.1 Overview 61
3.2 Management guidelines for a productive call center 64
3.3 Twelve characteristics of the best managed call centers 87
3.4 The incoming call center 94
3.5 Call centers—corporate business hubs 98
_ __ VII
viii Contents
3.6 Service level—a core value 99
3.7 Creating value through workforce optimization I 10
3.8 Disaster and contingency planning in call centers I 19
3.9 Outsourcing the call center 124
4 Selecting and Training Call Center Staff I 37
4.1 Overview 138
4.2 Staff selection criteria 141
4.3 Training CSR staff 143
4.4 Recommended topics for CSR workshops 144
4.5 Tool kits 152
4.6 Advanced CSR training 153
4.7 Training supervisory and management staff 154
4.8 Summary: meeting objectives 162
5 Call Center Case Studies 165
5.1 Communications 167
5.2 Energy 173
5.3 Financial services 174
5.4 Government 179
5.5 Healthcare 182
5.6 Real estate 185
5.7 Retail 187
5.8 Technology 190
5.9 Travel 197
6 Building Customer Relationships with Call Centers 199
6.1 A rationale and methodology for CRM 200
6.2 Strategies for managing customer information 204
6.3 Technology and business tools to support CRM 206
6.4 The CRM planning phase 214
6.5 A 12 stage CRM strategy 218
6.6 Applying the CRM strategy 225
6.7 CRM issues and tactics 226
6.8 Customer input to CRM 229
6.9 Managing the CRM program 233
6.10 CRM solution: the value to the business 236
6.1 I Call/Contact center: driving force behind CRM 240
Contents ix
Appendix A Call Center Vendor Resources—Product
and Service Offerings 245
Appendix B Glossary of Call Center and CRM
Acronyms and Definitions 267
Appendix C References and Bibliography 283
— — Contents
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| title | Call Center operation design, operation, and maintenance |
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| title_full_unstemmed | Call Center operation design, operation, and maintenance Duane E. Sharp |
| title_short | Call Center operation |
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