McGraw-Hill Series on Telecommunications

An Operational Guide to Call Center Technologies

By: Charles E. Day

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Paperback | 28 April 2000

At a Glance

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516 Pages

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23.5 x 19.05 x 3.81

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$156.75

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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!

Industry Reviews

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.

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You Can Find This Book In

Non-Fiction Engineering & Technology Electronics & Communications Engineering Communications Engineering & Telecommunications Business & Management Sales & Marketing Customer Services Industry & Industrial Studies Media, Entertainment, Information & Communication Industries Postal & Telecommunications Industry Business Strategy Energy Technology & Engineering

Electrical Engineering Computing & I.T.Computer Networking & Communications

Preface
Acknowledgments
Introduction to Call Center Operations	p. 1
Management, Business, and Marketing	p. 9
Telecommunications and Network Facilities	p. 75
Premise-Based Telephone Systems	p. 101
Telecom Industry Perspective	p. 137
Automatic and Predictive Dialing	p. 153
Client/Server Technology	p. 173
Graphical User Interface (GUI) and Legacy Hosts	p. 193
Relational Database Management Systems (RDMS)	p. 205
Call Center Software Packages and Systems	p. 217
Computer-Telephone Integration (CTI)	p. 253
Workload Management, Forecasting, and Staff Schedule Modeling	p. 271
How Does Your Call Center Measure Up?	p. 297
Service Bureaus, Outsourcing, and Overflow	p. 319
Reference Materials	p. 335
Appendix A: Glossary	p. 351
Vendor Services and Products: A Call Center Buyers' Guide	p. 405
Service Bureaus and Outsource Agencies: A Teleservice Agency Roundup	p. 423
Erlang Tables: Calculations for Staff Scheduling	p. 459
Listing of Call Center Consulting Organizations	p. 463
Knowledge and Skill Assessment Action Plan: CSR/TSR Coaching and Monitoring Tool	p. 473
Index	p. 479
Table of Contents provided by Blackwell. All Rights Reserved.

McGraw-Hill Series on Telecommunications

An Operational Guide to Call Center Technologies

At a Glance

Paperback

Industry Reviews

Shipping

How to return your order

Defective items

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