Call Center Operation

Design, Operation, and Maintenance

By: Duane Sharp

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Paperback | 14 April 2003

At a Glance

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320 Pages

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24.13 x 18.42 x 1.91

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Every customer-facing corporation has at least one call center. In the United States, call centers handle a billion calls per year. Call Center Operation gives you complete coverage of the critical issues involved in the design, implementation, organization, and management of a customer call center. Sharp provides information on advanced technology tools for workforce management, workshop examples for training call center staff, and an analysis of the significance of the call center to overall corporate customer relationship strategies.
A special feature of the book is its focus on call center case studies, describing a number of successful call center strategies and best practices, selected from various business sectors - financial, retail, healthcare, travel, technology, and others. These case studies provide useful guidelines based on successful corporate call centers that will guide you in establishing and maintaining the most effective call center operation for your enterprise.

· Presents key concepts and techniques, including a formal development process, in a real-world context
· Provides extensive management guidelines
· Stresses the importance of staff selection and training

Industry Reviews

"This book is educational, easy to understand, and not only a must for call center managers, but it will help CSRs understand the significant role they play in the overall operation of a call center, and in their organization's CRM strategies." --Janet Sutherland, Senior Consultant, Performance Measurement, Bell Contact Centre Solutions, Toronto, Ontario

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You Can Find This Book In

Non-Fiction Business & Management Sales & Marketing Customer Services Industry & Industrial Studies Media, Entertainment, Information & Communication Industries Postal & Telecommunications Industry Office & Workplace Working Patterns & Practices Engineering & Technology Environmental Science Science

Biology, Life Sciences Life Sciences in General Ecological Science Computing & I.T.Business Applications Enterprise Software Operational Research

Preface	p. xi
Introduction to Call Centers	p. 1
Overview	p. 1
Analyzing call center requirements	p. 5
Vendor solutions	p. 9
A 10-point call center development process	p. 10
How to use this book	p. 11
Call Center Technology	p. 13
Computer telephony integration (CTI)	p. 14
Network structures and CTI servers	p. 25
Basic CTI services	p. 31
CTI in the call center	p. 34
CTI implementation guidelines	p. 38
Automatic call distribution (ACD)	p. 45
The Internet in the call center	p. 54
Database management technology	p. 57
Summary	p. 60
Organizing and Managing the Call Center	p. 61
Overview	p. 61
Management guidelines for a productive call center	p. 64
Twelve characteristics of the best-managed call centers	p. 87
The incoming call center	p. 94
Call centers--corporate business hubs	p. 98
Service level--a core value	p. 99
Creating value through workforce optimization	p. 110
Disaster and contingency planning in call centers	p. 119
Outsourcing the call center	p. 124
Selecting and Training Call Center Staff	p. 137
Overview	p. 138
Staff selection criteria	p. 141
Training CSR staff	p. 143
Recommended topics for CSR workshops	p. 144
Tool kits	p. 152
Advanced CSR training	p. 153
Training supervisory and management staff	p. 154
Summary: meeting objectives	p. 162
Call Center Case Studies	p. 165
Communications	p. 167
Energy	p. 173
Financial services	p. 174
Government	p. 179
Health care	p. 182
Real estate	p. 185
Retail	p. 187
Technology	p. 190
Travel	p. 197
Building Customer Relationships with Call Centers	p. 199
A rationale and methodology for CRM	p. 200
Strategies for managing customer information	p. 204
Technology and business tools to support CRM	p. 206
The CRM planning phase	p. 214
A 12-stage CRM strategy	p. 218
Applying the CRM strategy	p. 225
CRM issues and tactics	p. 226
Customer input to CRM	p. 229
Managing the CRM program	p. 233
CRM solution: the value to the business	p. 236
Call/Contact center: driving force behind CRM	p. 240
Call Center Vendor Resources--Product and Service Offerings	p. 245
Glossary of Call Center and CRM Acronyms and Definitions	p. 267
References and Bibliography	p. 283
Table of Contents provided by Ingram. All Rights Reserved.

Call Center Operation

Design, Operation, and Maintenance

At a Glance

Paperback

Industry Reviews

Shipping

How to return your order

Defective items

You Can Find This Book In

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