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Practical Guide to Call Center Technology: Select the Right Systems for Total Customer Satisfaction [Pehme köide]

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  • Formaat: Paperback / softback, 504 pages, kõrgus x laius: 229x152 mm, kaal: 930 g
  • Ilmumisaeg: 02-Jan-2002
  • Kirjastus: CMP Books
  • ISBN-10: 1578200946
  • ISBN-13: 9781578200948
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Practical Guide to Call Center Technology: Select the Right Systems for Total Customer SatisfactionSuurem pilt
  • Formaat: Paperback / softback, 504 pages, kõrgus x laius: 229x152 mm, kaal: 930 g
  • Ilmumisaeg: 02-Jan-2002
  • Kirjastus: CMP Books
  • ISBN-10: 1578200946
  • ISBN-13: 9781578200948
Teised raamatud teemal:
Püsilink: https://www.kriso.ee/db/9781578200948.html
Märksõnad:
Explores the business, technical, and financial aspects of building and managing a customer contact center. The author overviews staffing issues, the advantages of an automatic call distributor, the types of telephone terminals and workstations available, the generation of workflow and sales reports, and integrating the Internet into a traditional call center. No index. Annotation c. Book News, Inc., Portland, OR (booknews.com)

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

'A Practical Guide to Call Center Technology shows how to navigate the business, technical, and financial issues in building and managing a customer contact center. It shows how to get the most out of ACDs (automatic call distributors) and other complex systems in order to boost customer satisfaction and increase sales.

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
PREFACE 1(6)
The chief customer officer
2(1)
The influence of the internet
3(1)
Serving the customer
4(1)
The evolution
5(1)
Winning and keeping customers
6(1)
INTRODUCTION 7(344)
Why use a customer contact center
8(1)
A seismic shift in call center ``plumbing'' technology
9(5)
The cost of a contact
14(3)
The equipment
17(2)
Response center
19(1)
A bit of history
20(1)
Broad process reengineering
21(2)
The traditional Call Center
23(12)
Winning or protecting revenue
24(3)
Cutting an organization's costs
27(4)
Good service assures future sales
31(4)
The role of the customer contact center
35(12)
Adequate facilities
40(5)
Death of the Automatic Telephone Call Distributor?
45(2)
The Parts and principles of the typical customer contact center
47(20)
A bird's eye view
47(4)
System elements and responsibility
51(1)
The telephone circuits and services
52(5)
Telephone instruments
57(1)
Management tools
57(1)
Staff and workstations
58(1)
The internet
58(1)
The fulfillment interface
58(1)
Customer contact center sizes
59(2)
Planning a customer contact center
61(1)
Ordinary & extraordinary customer call centers growth issues
62(2)
Computer telephony integration
64(3)
Connection to the outside world
67(24)
The network hierarchy
68(17)
The players
85(1)
Voice telephone traffic
86(1)
Forecasting caller behavior
87(2)
Incoming customer call center traffic Engineering
89(2)
Staffing issues
91(16)
Maintaining Economy of scale with a decentralized staff
94(1)
Hyper-drive to automate
95(1)
Staffing to caller demand: demand forecasting
96(3)
Customer demand forecasting and staff scheduling systems
99(6)
Incentive and at risk compensation components
105(1)
Staffing challenge for the customer contact center
105(1)
Customer experience mapping and management
105(2)
The budget: building a business case
107(20)
Putting costs into perspective
108(1)
Customer contact center costs
109(7)
Capital investments versus operating costs
116(1)
Mission critical versus technical and administrative roles
117(1)
Strategic buying
118(3)
Automatic call sequencers
121(1)
The Universal customer contact center platform
122(1)
Finding ACD bargains - secondary market alternatives
122(5)
Managing telephony workflow
127(10)
Inbound customer call flow
129(2)
The uniform call distribution (UCD) system
131(1)
The ACD
132(5)
The typical switching system
137(24)
The internal switching network of the system
140(2)
Ports into and resources attached to the system
142(15)
Backplane and signal distribution subsystem
157(4)
The advantages of a purpose built ACD system
161(20)
Architecture and capacities
162(9)
System reliability and failure resistance
171(6)
High visibility into the system
177(1)
Ease of use
177(1)
Interface with other customer contact center resources
178(1)
A lesson to be learned
179(2)
ACD Basics
181(24)
Customer contact center size
181(5)
The ACD - features and definitions
186(3)
Strategic considerations
189(3)
Analog or digital
192(2)
Call answering process
194(7)
Workflow
201(1)
Special call processing treatments
202(3)
The ACD as a customer workflow manager
205(14)
Call processing - the basic steps
208(6)
Other call processing steps
214(3)
VoIP ACD feature maturity
217(2)
Bullet-proofing the customer contact center
219(10)
Disaster recovery and business resumption plans
220(1)
A business continuity strategy
220(9)
Telephone terminals and workstations
229(28)
Plain old telephone or 2500 set
229(2)
The proprietary PBX instrument
231(1)
ACD instruments
232(1)
Terminal displays
233(2)
The PC telephone connection
235(1)
The PC revolution
236(2)
The integrated desktop
238(2)
The ACD Agent instrument
240(17)
Data gathering and reporting
257(28)
Management goals
259(2)
ACD systems
261(6)
The human resource and legal implications
267(1)
Reporting capability
268(2)
Report development and presentation
270(2)
The call center reports
272(11)
In summary
283(2)
Customer Experience: mapping and management
285(28)
Second generation logging and recording technologies
288(2)
It's all in the name
290(1)
Recording and monitoring goals
291(1)
Regulatory background
292(1)
Call recording
293(2)
The Process: service observation becomes quality monitoring
295(9)
Limitations within the second generation architectures
304(1)
Tactical applications for call recording
305(2)
Customer experience Management: the next stage in the contact recording evolution?
307(4)
In summary
311(2)
CRM within the customer contact center environment
313(12)
Call sourcing
314(3)
Interactive voice response
317(2)
Databases and systems integration
319(3)
Intelligent networking
322(3)
Integrating the internet into a traditional call center
325(10)
Call analysis
326(1)
Relative transaction costs
326(2)
Self-service
328(2)
Universal service
330(2)
Video
332(3)
The technology acquisition process
335(8)
Strategic buying
335(1)
The politics of purchase
336(3)
There are two sides to every story
339(2)
Winning concepts
341(1)
Justifying a business specific solution
341(2)
The trends
343(8)
Evolution of the customer service industry
343(1)
Customer-facing
344(4)
Market drivers
348(1)
The challenges
349(2)
EPILOGUE 351(4)
``Move a register, forget history''
351(1)
The customer is king
352(1)
Costs of sales continue to rise
353(2)
Appendix I: Request for Information: Computer Telephony 355(66)
Appendix II: Request for Proposal: ACD System 421(28)
Appendix III: RFP: Recording and Analysis Solution 449(18)
Glossary 467
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.