A Practical Guide to Call Center Technology: Select the Right Systems for Total Customer Satisfaction
Autor Andrew Waiteen Limba Engleză Paperback – 2 ian 2002
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Specificații
ISBN-13: 9781578200948
ISBN-10: 1578200946
Pagini: 504
Ilustrații: 1
Dimensiuni: 152 x 229 x 29 mm
Greutate: 0.93 kg
Ediția:1
Editura: CRC Press
Colecția CRC Press
ISBN-10: 1578200946
Pagini: 504
Ilustrații: 1
Dimensiuni: 152 x 229 x 29 mm
Greutate: 0.93 kg
Ediția:1
Editura: CRC Press
Colecția CRC Press
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Public țintă
Professional Practice & DevelopmentNotă biografică
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.
Cuprins
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
Descriere
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