Call Center Operation: Design, Operation, and Maintenance
Every customer-facing corporation has at least one call center. In the United States, call centers handle a billion calls per year. Call Center Operation gives you complete coverage of the critical issues involved in the design, implementation, organization, and management of a customer call center. Sharp provides information on advanced technology tools for workforce management, workshop examples for training call center staff, and an analysis of the significance of the call center to overall corporate customer relationship strategies.
A special feature of the book is its focus on call center case studies, describing a number of successful call center strategies and best practices, selected from various business sectors - financial, retail, healthcare, travel, technology, and others. These case studies provide useful guidelines based on successful corporate call centers that will guide you in establishing and maintaining the most effective call center operation for your enterprise.
· Presents key concepts and techniques, including a formal development process, in a real-world context
· Provides extensive management guidelines
· Stresses the importance of staff selection and training
agents applications Automatic Call Distribution automation benefits call center managers call center operation call control call volumes call/contact center callers capabilities challenges changes channels communication Computer telephony Computer telephony integration contact center corporate costs CRM strategy Crystal Decisions CSRs customer contact customer information customer interactions customer relationship management customer relationships customer service Data mining data warehouse database e-mail effective employees enable ensure enterprise environment fax server functions handle help desk implementation important improve inbound incoming call increase industry integration interactive voice response interface Internet marketing ment Module monitoring multimedia objectives organization outbound outsourcing performance planning predictive dialers profitability programs queue routing scheduling selected server service level skills solution staff supervisors switch telecom telephone tion tomer transactions vendors VoIP workforce management