Maximizing Call Center Performance
Subtitle: 136 innovative ideas for increasing productivity and customer satisfaction
Edition: 1 edition
Publisher: CMP Books
Published: December 7, 1998
Place of publication: New York
Language: eng
Format: Paperback
Number of pages: 137
ISBN-13: 9781578200269
Subjects: Customer services; Management & management techniques; Telecommunications; Microcomputer Workstations; Computers; Business / Economics / Finance; Computer Books: General; Customer Service; Business & Economics / Customer Service; Computers / Interactive Media; Consumer satisfaction; Technology-Telecommunications; Call Center; Hardware - Personal Computers - General
First sentence: Sending overflow calls from a center in say, Chicago to another center in Salt Lake City sounds very sophisticated and cutting edge.
Table of contents: title: Introduction; title: Billing and credit; title: Media blending; title: Collections; title: Computer telephone integration; title: Fundraising; title: Help desk; title: Information services; title: The Internet; title: Kiosks; title: Monitoring and agent evaluation; title: Order handling; title: Sales; title: Customer service; title: Staffing; title: High tech product support; title: Virtual call centers