A Practical Guide to Call Center Technology: Select the Right Systems for Total Customer Satisfaction / Edition 1

A Practical Guide to Call Center Technology: Select the Right Systems for Total Customer Satisfaction / Edition 1

by Andrew Waite
     
 

ISBN-10: 1578200946

ISBN-13: 9781578200948

Pub. Date: 01/02/2002

Publisher: Taylor & Francis

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

Overview

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

Product Details

ISBN-13:
9781578200948
Publisher:
Taylor & Francis
Publication date:
01/02/2002
Pages:
497
Product dimensions:
6.00(w) x 9.00(h) x 1.01(d)

Table of Contents

Preface1
The chief customer officer2
The influence of the internet3
Serving the customer4
The evolution5
Winning and keeping customers6
Introduction7
Why use a customer contact center8
A seismic shift in call center "plumbing" technology9
The cost of a contact14
The equipment17
Response center19
A bit of history20
Broad Process reengineering21
Chapter 1The traditional Call Center23
Winning or protecting revenue24
Cutting an organization's costs27
Good service assures future sales31
Chapter 2The role of the customer contact center35
Adequate facilities40
Death of the Automatic Telephone Call Distributor?45
Chapter 3The Parts and principles of the typical customer contact center47
A bird's eye view47
System elements and responsibility51
The telephone circuits and services52
Telephone instruments57
Management tools57
Staff and workstations58
The internet58
The fulfillment interface58
Customer contact center sizes59
Planning a customer contact center61
Ordinary & extraordinary customer call centers growth issues62
Computer telephony integration64
Chapter 4Connection to the outside world67
The network hierarchy68
The players85
Voice telephone traffic86
Forecasting caller behavior87
Incoming customer call center traffic Engineering89
Chapter 5Staffing issues91
Maintaining Economy of scale with a decentralized staff94
Hyper-drive to automate95
Staffing to caller demand: demand forecasting96
Customer demand forecasting and staff scheduling systems99
Incentives and at risk compensation components105
Staffing challenge for the customer contact center105
Customer experience mapping and management105
Chapter 6The budget: building a business case107
Putting costs into perspective108
Customer contact center costs109
Capital investments versus operating costs116
Mission critical versus technical and administrative roles117
Strategic buying118
Automatic call sequencers121
The Universal customer contact center platform122
Finding ACD bargains--secondary market alternatives122
Chapter 7Managing telephony workflow127
Inbound customer call flow129
The uniform call distribution (UCD) system131
The ACD132
Chapter 8The typical switching system137
The internal switching network of the system140
Ports into and resources attached to the system142
Backplane and signal distribution subsystem157
Chapter 9The advantages of a purpose built ACD system161
Architecture and capacities162
System reliability and failure resistance171
High visibility into the system177
Ease of use177
Interface with other customer contact center resources178
A lesson to be learned179
Chapter 10ACD Basics181
Customer contact center size181
The ACD--features and definitions186
Strategic considerations189
Analog or digital192
Call answering process194
Workflow201
Special call processing treatments202
Chapter 11The ACD as a customer workflow manager205
Call Processing--the basic steps208
Other call processing steps214
VoIP ACD feature maturity217
Chapter 12Bullet-proofing the customer contact center219
Disaster recovery and business resumption plans220
A business continuity strategy220
Chapter 13Telephone terminals and workstations229
Plain old telephone or 2500 set229
The proprietary PBX instrument231
ACD instruments232
Terminal displays233
The PC telephone connection235
The PC revolution236
The integrated desktop238
The ACD Agent instrument240
Chapter 14Data gathering and reporting257
Management goals259
ACD systems261
The human resource and legal implications267
Reporting capability268
Report development and presentation270
The call center reports272
In summary283
Chapter 15Customer Experience: mapping and management285
Second generation logging and recording technologies288
It's all in the name290
Recording and monitoring goals291
Regulatory background292
Call recording293
The Process: service observation becomes quality monitoring295
Limitations within the second generation architectures304
Tactical applications for call recording305
Customer experience Management: the next stage in the contact recording evolution?307
In summary311
Chapter 16CRM within the customer contact center environment313
Call sourcing314
Interactive voice response317
Databases and systems integration319
Intelligent networking322
Chapter 17Integrating the internet into a traditional call center325
Call analysis326
Relative transaction costs326
Self-service328
Universal service330
video332
Chapter 18The technology acquisition process335
Strategic buying335
The politics of purchase336
There are two sides to every story339
Winning concepts341
Justifying a business specific solution341
Chapter 19The trends343
Evolution of the customer service industry343
Customer-facing344
Market drivers348
The challenges349
Epilogue351
"Move a register, forget history"351
The customer is king352
Costs of sales continue to rise353
Appendix IRequest for Information: Computer Telephony355
Appendix IIRequest for Proposal: ACD System421
Appendix IIIREP: Recording and Analysis Solution449
Glossary467

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