Muutke küpsiste eelistusi

E-raamat: Call Center Savvy: How to Position Your Call Center for the Business Challenges of the 21st Century [Taylor & Francis e-raamat]

  • Formaat: 208 pages
  • Ilmumisaeg: 27-Jul-2017
  • Kirjastus: CRC Press
  • ISBN-13: 9780429082801
Teised raamatud teemal:
  • Taylor & Francis e-raamat
  • Hind: 281,59 €*
  • * hind, mis tagab piiramatu üheaegsete kasutajate arvuga ligipääsu piiramatuks ajaks
  • Tavahind: 402,26 €
  • Säästad 30%
Call Center Savvy: How to Position Your Call Center for the Business Challenges of the 21st CenturySuurem pilt
  • Formaat: 208 pages
  • Ilmumisaeg: 27-Jul-2017
  • Kirjastus: CRC Press
  • ISBN-13: 9780429082801
Teised raamatud teemal:
Taylor & Francis e-raamatudRohkem infot Taylor & Francis e-raamatute kohta
Raamatu kodulehekülg: https://www.taylorfrancis.com/books/9780429082801
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. ;

States that call centers are not just places where calls arrive, but a strategic business asset, the core of your business' customer relationship strategy. This book offers an exploration of how the call center works, how it fits into the big picture, what the future holds, and how new technologies affect operations.
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
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 .
Püsilink: https://www.kriso.ee/db/9780429082801_pe.html