Get the most out of ACDs (automatic call distributors) and other complex systems in order to boost customer satisfaction and increase sales Includes three ready to use RFPs (request for proposals) for buying an ACD, computer telephony system, or recording
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
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.
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