Keith Dawson

Call Center Savvy

How to Position Your Call Center for the Business Challenges of the 21st Century

• Broschiertes Buch

Produktbeschreibung

It's not just the technology, the people, or the customers. It's all three, and more: call centers are not just places where calls arrive. They are a strategic business asset, the core of your business's customer relationship strategy. Call Center Savvy is an exploration of how the call center works, and how it fits into the big picture. What the future holds. How new technologies will affect operations. How international expansion is changing things. What the role of the Internet will ultimately be. Call Center Savvy can help a smart call center manager position his or her center for long term success. It's about seeing beyond today's problems, to tomorrow's opportunities.It's not enough to know about call center technology; for your center to excel in the 21st Century, you need call center savvy. ;

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Produktdetails

• Verlag: CRC Press
• Seitenzahl: 220
• Erscheinungstermin: 6. Januar 1999
• Englisch
• Abmessung: 229mm x 152mm x 12mm
• Gewicht: 326g
• ISBN-13: 9781578200504
• ISBN-10: 1578200504
• Artikelnr.: 22438739

Autorenporträt

Keith Dawson is one of the world's foremost authorities on call centers. He is currently senior editor for CommWeb and was founder of Call Center News Service, the industry's premier online source for information and independent analysis. He is also author of Call Center Savvy and co-author of Call Center Dictionary .

Inhaltsangabe

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