Call center savvy
Subtitle: how to position your call center for the business challenges of the 21st century
By: by Keith Dawson
Publisher: Telecom Library
Published: 1999
Place of publication: New York
Language: eng
Number of pages: 208
ISBN-13: 9781929629800
Subjects: Consumer satisfaction; Customer services; Management; Call centers; Evaluation; Consommateurs; Satisfaction; BUSINESS & ECONOMICS; Industrial Management; Management Science; Organizational Behavior
Table of contents: title: Introducing Your Call Center --; title: Looking Forward, Looking Back --; title: The Six-Stage Model Of Call Center Development --; title: Moving Your Center Forward --; title: Technology --; title: CTI and The Call Center: The 2% Solution --; title: Component-Based Architecture --; title: Sweet Suites: Inter-Application Automation --; title: Forecasting, Simulating and Routing --; title: Predictive Dialers Roll On --; title: Inside The New ACD --; title: A Dynamic Trio: 3 Technologies That Are Changing Call Centers: --; title: Speech Recognition: Ready For Prime Time --; title: "Virtual" Is Real --; title: Counting Customers Instead Of Calls --; title: The Internet Cometh --; title: E-Commerce and The Internet: The Customers Are Ready --; title: Is Internet Telephony Right For Call Centers? --; title: Web-Call Centers --; title: The Internet In The Call Center: A New Model --; title: Call Center Ops --; title: Fax: The Forgotten Process --; title: Standardizing Business Processes --; title: Call Center? Or "Customer Touchpoint"? --; title: Confronting Disaster In The Call Center --; title: Losing A Lifetime Customer: How The Call Center Can Be The Single Point Of Failure --; title: Monitoring: What Price Quality? --; title: Call Centers And The Wider World --; title: This Is A Global Industry --; title: Are Call Centers An Economic Indicator? --; title: Telecom Merger Mania: Why It's Good For Call Centers --; title: Sweatshops For The 21st Century? --; title: Building An Industry From Scratch --; title: Telemarketing: More Than A Phone Call --; title: Building The Call Center Of The Future --; title: The New Role Of The Call Center --; title: Customizing Every Interaction: What All This Technology Is Really Good For --; title: The Call Center, 2002 --; title: Tools For Success --; title: Call Center Resources.