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Profiting from Teleservices : An Operational Guide to Call Center Technologies - Charles E. Day

Profiting from Teleservices

An Operational Guide to Call Center Technologies

Paperback

Published: 1st April 2000
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Optimize call center technologies and boost your bottom line. Open up new sales opportunities and improve customer service with today's newest teleservice technologies! Call Center Operations: Profiting from Teleservices , by Charles E. Day, puts at your fingertips everything you need to understand computer telephony integration...assess available methodologies...and pick the ones right for your business needs. This hands-on guide covers all the angles: management and marketing issues such as business-to-business and business-to-consumer campaigns, facility and people resources, and call center organization; network architectures, including ISDN; PBX/ACD functionality; local,long distance and cable providers; and more; automatic and predictive dialing...client server technology...GUIs and legacy hosts; call center software packages and systems; workload management, forecasting and staff schedule modeling and much, much more!

From excerpts of review by Curt Kampmeier, Editor ...This book aims to increase our understanding of the subject of call center operations and help us, and our clients, conduct business more successfully. ...a very timely book for management consultants. Day cuts through the confusion and jargon. He deals with the related technology, process, and people aspects of call center operations in a clear, systematic manner that makes the technical aspects accessible to all. ...helps us cut through the jargon and grasp the underlying concepts. Free of gobbledygook, Day guides us on a step-by-step understanding of many of the developments within the teleservices industry. ...Day's knowledge and recommendations come from years of practice serving hundreds of clients and from his impressive synthesis of concepts and materials. In this 500-page book, he has produced an exceptional reference guide that is packed full of useful information on call-handling applications. His writing is lucid and eloquent. What's more, he has organized his framework, chapters, appendices, index, and glossary so that navigating is easy. He takes us from the general to the particular--so we can choose between a surface understanding and real submersion in the subject. He tells us the basics and also provides a context to make sense of new developments and shifts that are currently taking place.

Preface
Acknowledgments
Introduction to Call Center Operationsp. 1
Management, Business, and Marketingp. 9
Telecommunications and Network Facilitiesp. 75
Premise-Based Telephone Systemsp. 101
Telecom Industry Perspectivep. 137
Automatic and Predictive Dialingp. 153
Client/Server Technologyp. 173
Graphical User Interface (GUI) and Legacy Hostsp. 193
Relational Database Management Systems (RDMS)p. 205
Call Center Software Packages and Systemsp. 217
Computer-Telephone Integration (CTI)p. 253
Workload Management, Forecasting, and Staff Schedule Modelingp. 271
How Does Your Call Center Measure Up?p. 297
Service Bureaus, Outsourcing, and Overflowp. 319
Reference Materialsp. 335
Appendix A: Glossaryp. 351
Vendor Services and Products: A Call Center Buyers' Guidep. 405
Service Bureaus and Outsource Agencies: A Teleservice Agency Roundupp. 423
Erlang Tables: Calculations for Staff Schedulingp. 459
Listing of Call Center Consulting Organizationsp. 463
Knowledge and Skill Assessment Action Plan: CSR/TSR Coaching and Monitoring Toolp. 473
Indexp. 479
Table of Contents provided by Blackwell. All Rights Reserved.

ISBN: 9780070164307
ISBN-10: 0070164304
Series: McGraw-Hill Series on Telecommunications
Audience: Professional
Format: Paperback
Language: English
Number Of Pages: 516
Published: 1st April 2000
Dimensions (cm): 23.5 x 19.0  x 2.6
Weight (kg): 0.879