Call Center Technology Demystified
Subtitle: The No-Nonsense Guide to Bridging Customer Contact Technology, Operations and Strategy
Publisher: Call Center Press
Published: June 2002
Place of publication: Annapolis, MD
Language: eng
Format: Paperback
Number of pages: 375
ISBN-13: 9780970950789
Subjects: Telecommunications; Technology & Industrial Arts
Table of contents: title: Introduction : Before you get started; title: Part one : Foundations.; title: Strategic context for your call center technology; title: Infrastructure changes force big architectural decisions; title: Part two : Fundamentals.; title: Principles and enablers for routing and queuing; title: Call center matchmaking : routing callers to the right resource; title: Tools for measuring, managing and optimizing your center; title: Part three : Data and business applications.; title: CTI : screen pops and so much more; title: Information and applications bring CRM strategies to life; title: Part four : Extending your reach.; title: Building IVR and web-based self-service; title: Multimedia : transitioning from call center to contact center; title: Part five : Where to from here?; title: Making it happen : implementation considerations; title: Perspectives on the future; title: Appendix.; title: Acronyms; title: Glossary; title: Bibliography; title: Index; title: Figures and tables