Andrew Waite

A Practical Guide to Call Center Technology (eBook, ePUB)

Select the Right Systems for Total Customer Satisfaction

• Format: ePub

Produktbeschreibung

Shows how to navigate the business, technical, and financial issues in building and managing a customer contact center. This book also shows how to get the most out of ACD's (automatic call distributors) and other complex systems in order to boost customer satisfaction and increase sales.

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Produktdetails

• Verlag: Taylor & Francis
• Erscheinungstermin: 2. Januar 2002
• Englisch
• ISBN-13: 9781040158876
• Artikelnr.: 72290775

Autorenporträt

Andrew Waite is a writer, speaker, and consultant on call centers. Andrew founded Inbound/Outbound Magazine, which later became Call Center Magazine. He has over 25 years of call center experience. He lives in Phoenix, Arizona.

Inhaltsangabe

Chapter 1:Introduction Chapter 2:Establishing a Customer Contact Center
Chapter 3:The Customer Call Center Structure Chapter 4:Communications
Service and Traffic Issues Chapter 5:Staffing Issues Chapter 6:Strategic
Buying Chapter 7:Introducing the Automatic Call Distributor (ACD) Chapter
8:ACD Basics Chapter 9:The ACD as a Customer Workflow Manager Chapter
10:Bullet-Proofing the Customer Contact Centre Chapter 11:Telepone
Terminals and Workstations Chapter 12:Customer Contact Centre Management
Information Chapter 13:Customer Experience Mapping and Management Chapter
14:Advanced Customer Contact Center Systems Chapter 16:The Big Trends
Chapter 17:Acquiring Customer Contact Center Systems Index