Call Center Operations: Profiting from Teleservices
Optimize call center technologies and boost your bottom line. Open up new sales opportunities and improve customer service with today's newest teleservice technologies! Call Center Operations: Profiting from Teleservices , by Charles E. Day, puts at your fingertips everything you need to understand computer telephony integration...assess available methodologies...and pick the ones right for your business needs. This hands-on guide covers all the angles: management and marketing issues such as business-to-business and business-to-consumer campaigns, facility and people resources, and call center organization; network architectures, including ISDN; PBX/ACD functionality; local,long distance and cable providers; and more; automatic and predictive dialing...client server technology...GUIs and legacy hosts; call center software packages and systems; workload management, forecasting and staff schedule modeling and much, much more!
Introduction to Call Center Operations
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advanced call center agent applications AT&T automated attendant automatic Automatic Call Distributor automatic number identification call center operations call center software call center technologies callers capabilities central office Centrex channel client client/server common carriers Communications configuration costs customer service database management direct inward dialed employees equipment Erlang functions help desk host processors implementation important inbound and outbound inbound call integrated interactive voice response interface Internet ISDN local area networks long-distance marketing Multilingual network facilities number identification offer operating environment outbound calls outsourcing overall PBX/ACD performance predictive dialing programs queue RBOCs RDMS reports requirements response screen screen scraping server signal staff technique telecommunications Telemarketing telephone call centers telephone numbers telephone switch telephone system teleservice organizations teleservices tion transaction transmission trunks users vendors voice workstations