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

by Andrew Waite

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:	504
Product dimensions:	6.00(w) x 9.00(h) x (d)

About 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.

Table of Contents

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

Editorial Reviews

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)