Andrew Waite

A Practical Guide to Call Center Technology

Select the Right Systems for Total Customer Satisfaction

• Broschiertes Buch

Produktbeschreibung

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.

Produktdetails

• Verlag: Taylor & Francis
• Seitenzahl: 504
• Erscheinungstermin: 2. Januar 2002
• Englisch
• Abmessung: 229mm x 155mm x 30mm
• Gewicht: 789g
• ISBN-13: 9781578200948
• ISBN-10: 1578200946
• Artikelnr.: 21909303

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