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Inbound Call Centers : Design, Implementation and Management - Robert A. Gable

Inbound Call Centers

Design, Implementation and Management

Hardcover

Published: 19th December 1993
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Delivers a conceptual overview of call centres - the products that support them, the designs that make them work and the ongoing management that is required for their successful operation.

Prefacep. xi
Introductionp. 1
The Call Centerp. 1
What is a Call Center?p. 2
The Four Layers of the Call Centerp. 2
The Network Layerp. 3
The Equipment Layerp. 4
The Personnel Layerp. 4
The Report Layerp. 4
The Three Design Principlesp. 5
What the Future Holdsp. 5
The Network Layerp. 7
Network Servicesp. 9
Providers of Network Servicesp. 10
The Local Exchange Carrierp. 10
Interexchange Carriersp. 12
800 Servicesp. 12
900 Servicesp. 15
Private Linesp. 16
Advanced Network Servicesp. 17
Advanced 800 Featuresp. 18
Types of Call Routingp. 18
Types of Call Processingp. 21
Premium 800 Servicep. 22
Intelligent Network Servicesp. 22
Dialed-Number-Identification Servicep. 22
Automatic Number Identificationp. 24
Integrated Services Digital Networkp. 25
Design and Maintenance of the Network Layerp. 27
Goals of Network Designp. 27
Consequences of a Poorly Designed Networkp. 28
Choosing a Network Vendorp. 29
Designing the Networkp. 34
The New Applicationp. 36
The Existing Applicationp. 37
Customer Accessp. 40
Choosing a Network Productp. 42
Advanced Network Productsp. 44
Maintaining the Networkp. 47
Traffic Engineeringp. 48
Making Changes to the Networkp. 56
Disaster Recovery at the Network Layerp. 57
The Single-Site Planp. 57
Multiple-Site Disaster Recoveryp. 58
Service-Bureau Disaster Recoveryp. 61
The Equipment Layerp. 63
Distribution Systemsp. 65
The Inbound Callp. 66
Methods of Call Distributionp. 67
The Automatic Call Distributorp. 69
Types of ACDsp. 69
Componentry and Operation of an ACDp. 73
Intelligent Call Processingp. 89
Interactive Voice Responsep. 91
Voice Messagingp. 92
PBX-to-Host Servicesp. 94
Distributed Call Centersp. 97
ISDN-Based Distributed Call Centersp. 99
Disaster Recovery at the Equipment Layerp. 99
Redundant Processingp. 99
Power-Surge Protection and Uninterrupted Power Supplyp. 100
The Mobile ACDp. 100
The Standby ACDp. 100
The Standby Call Centerp. 100
Selection, Design, Implementation, and Maintenance of the ACDp. 103
Understanding the Business Objectivep. 103
The RFP Processp. 106
Selecting the ACDp. 106
Collecting Informationp. 107
Writing the RFPp. 111
The Equipment Vendorp. 115
The Selection Processp. 117
Implementation of the ACDp. 118
Call-Center Trainingp. 120
ACD Designp. 122
The Three Principlesp. 123
Queuingp. 124
Site Preparationp. 124
Product-Review Meetingsp. 124
The Personnel Layerp. 127
Personnelp. 129
Agentsp. 129
The Role of the Agentp. 131
Determining Staffing Requirementsp. 132
Agent Schedulingp. 133
Staffing Issuesp. 134
The Supervisorp. 136
The ACD Environmentp. 137
The Report Layerp. 141
Reportsp. 143
The Real-Time Monitorp. 144
Historical Reportsp. 146
Analysis of Reportsp. 147
Trunk Reportsp. 147
ACD-Group Reportsp. 148
Agent Reportsp. 150
Acronyms and Abbreviationsp. 153
Glossaryp. 155
About the Authorp. 165
Indexp. 167
Table of Contents provided by Syndetics. All Rights Reserved.

ISBN: 9780890066409
ISBN-10: 089006640X
Series: Telecommunications Library
Audience: Professional
Format: Hardcover
Language: English
Number Of Pages: 192
Published: 19th December 1993
Publisher: Artech House Publishers
Country of Publication: US
Dimensions (cm): 22.9 x 15.2  x 1.4
Weight (kg): 0.45