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

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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

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Editorial Reviews

From The Critics
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)
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Product Details

  • ISBN-13: 9781578200948
  • Publisher: CRC Press
  • Publication date: 1/2/2002
  • Edition number: 1
  • Pages: 497
  • Product dimensions: 6.00 (w) x 9.00 (h) x 1.01 (d)

Meet the Author

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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Table of Contents

Preface 1
Introduction 7
Ch. 1 The traditional Call Center 23
Ch. 2 The role of the customer contact center 35
Ch. 3 The Parts and principles of the typical customer contact center 47
Ch. 4 Connection to the outside world 67
Ch. 5 Staffing issues 91
Ch. 6 The budget: building a business case 107
Ch. 7 Managing telephony workflow 127
Ch. 8 The typical switching system 137
Ch. 9 The advantages of a purpose built ACD system 161
Ch. 10 ACD Basics 181
Ch. 11 The ACD as a customer workflow manager 205
Ch. 12 Bullet-proofing the customer contact center 219
Ch. 13 Telephone terminals and workstations 229
Ch. 14 Data gathering and reporting 257
Ch. 15 Customer Experience: mapping and management 285
Ch. 16 CRM within the customer contact center environment 313
Ch. 17 Integrating the internet into a traditional call center 325
Ch. 18 The technology acquisition process 335
Ch. 19 The trends 343
Epilogue 351
App. I Request for Information: Computer Telephony 355
App. II Request for Proposal: ACD System 421
App. III RFP: Recording and Analysis Solution 449
Glossary 467
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  • Anonymous

    Posted March 6, 2005


    For most customer communications, the call of the customer contact center is the point of entry. Author Andrew Waite does an excellent job in this book of explaining the strategies, techniques and technologies to ensure that you get the most out of your telephone call portion of your customer contact center investment. Waite first goes on to explain a few parts and principles that affect the customer call center manager. Next, the author touches on staffing and the importance of adequate labor pools in the location you have chosen to operate your customer contact center. Then, Waite focuses on the telephone call component and the management of telephony workflow. Next, the author deals with the hardware, architecture and relationship between the components and subsystems of a switching system, which includes the automatic call distributor (ACD) system (of which the author acknowledges that there is no easy way to catergorize ACD systems). Then, Waite looks at the instruments used in the traditional call center. So, as customer contact center managers become more sophisticated and mature in their role, according to the author, they grow to trust the machine data and, thus, need fewer comprehensive reports. Nevertheless, Waite points out one inteesting fact out of all this that is coming out of call center operations: Unless it is a pure direct sales respnse, most calls happen for less than positive reasons. Finally, with the preceding in mind, Waite has done an outstanding job in this book of identifying the major trends within the customer contact center industry center around explosive technology growth. This has led to a growing library of open architectures with industry standard interfaces, more sophisticated tools reisding in smaller centers and more component applications involved in each transaction.

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