Keith Dawson

The Call Center Handbook

The Complete Guide to Starting, Running, and Improving Your Call Center

• Broschiertes Buch

Produktbeschreibung

Need to know how to buy a phone switch for your call center? How to measure the productivity of agents? How to choose from two cities that both want your center? No problem. The Call Center Handbook is a complete guide to starting, running and improving your call center. It explains it all: everything that goes into the connection between a company and its customers. From technology primers to details about choosing and using specific products, this handbook is an indispensible guide for the call center manager. Tips for what works and what doesn't. Help with operational problems, like managing people and technology, for without tools call centers fail to thrive. Includes information on switches, IVR, voice processing, call center peripherals, soft- ware, long distance and toll-free services, outsourcing, agent training, monitoring, the internet and disaster prevention.

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Produktdetails

• Verlag: CMP Books / McGraw-Hill Professional
• Artikelnr. des Verlages: K16199
• 4. Aufl.
• Seitenzahl: 288
• Erscheinungstermin: 20. November 2003
• Englisch
• Abmessung: 229mm x 152mm x 17mm
• Gewicht: 470g
• ISBN-13: 9781578203055
• ISBN-10: 1578203058
• Artikelnr.: 12298674

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

Introduction, Part I: The Physical Center, Part II: Routing Calls: Switches & Hardware Systems, Part III: The Front End, Part IV: Making Sense of the Call, Part V: Critical Peripherals, Part VI: Management & Operations, Part VII: Outside the Center

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Introduction 1. Where it Starts: Finding the Best Site for your Center 2.
How to design a Successful Center 3. ACDS: Call Crunching Powerhouses 4.
How to manage Skills-Based Routing 5. What you need to know about
Predictive Dialers 6. IVR: The Best Front Door to any Center 7. Everything
Starts with Voice Processing 8. The Benefits of Fax-on-Demand 9. Computer
Telephony Integration: The Advent of an Open Call Center 10. Buying the
Best Headset 11. Readerboards-A Feast for the Eyes 12. Saving Money with
Refurbished Equipment 13. Choosing Workforce Management Software 14.
Telemarketing Software: Not just for Scripting Anymore 15. Choosing Help
Desk/Customer Service Software 16. Dispatch Systems: The Perfect Complement
to the Help Desk 17. Systems for Fast, Flexible Order-Taking 18. Why you
still need Call Accounting 19. Handling Telemanagement 20. Toll-Free
Services: The Lifeline into Your Center 21. When should you go outside for
help? 22. Getting the Freshest, Cleanest Lists 23. Using Messages on Hold:
Silence is not Golden 24. Can Agents work from Home? 25. Monitoring: Why
It's important & How to do it Right 26. Small Solutions for Big Results 27.
Add Check Processing to your Repertoire 28. The Immense value of ANI 29.
Preparing for the Worst-So it never happens 30. ISDN: The Ultimate
Connection for Call Centers 31. How the Web is Changing Call Centers 32.
The Benefits of a Virtual Call Center 33. The New Role of the Call Center