Call Center Operation: Design, Operation and Maintenance

Duane Sharp, Digital Press

ISBN:155558277X, Edition: , 2003-03-14

Price: $52.95

• Table of Contents
• BackCover
• Call Center Operation-Design, Operation, and Maintenance
• Preface
• Chapter 1: Introduction to Call Centers
  • 1.2 Analyzing call center requirements
  • 1.3 Vendor solutions
  • 1.4 A 10-point call center development process
  • 1.5 How to use this book
• Chapter 2: Call Center Technology
  • 2.1 Computer telephony integration (CTI)
  • 2.2 Network structures and CTI servers
  • 2.3 Basic CTI services
  • 2.4 CTI in the call center
  • 2.5 CTI implementation guidelines
  • 2.6 Automatic call distribution (ACD)
  • 2.7 The Internet in the call center
  • 2.8 Database management technology
  • 2.9 Summary
• Chapter 3: Organizing and Managing the Call Center
  • 3.2 Management guidelines for a productive call center
  • 3.3 Twelve characteristics of the best-managed call centers
  • 3.4 The incoming call center
  • 3.5 Call centers-corporate business hubs
  • 3.6 Service level-a core value
  • 3.7 Creating value through workforce optimization
  • 3.8 Disaster and contingency planning in call centers
  • 3.9 Outsourcing the call center
• Chapter 4: Selecting and Training Call Center Staff
  • 4.2 Staff selection criteria
  • 4.3 Training CSR staff
  • 4.4 Recommended topics for CSR workshops
  • 4.5 Tool kits
  • 4.6 Advanced CSR training
  • 4.7 Training supervisory and management staff
  • 4.8 Summary: meeting objectives
• Chapter 5: Call Center Case Studies
  • 5.1 Communications
  • 5.2 Energy
  • 5.3 Financial services
  • 5.4 Government
  • 5.5 Health care
  • 5.6 Real estate
  • 5.7 Retail
  • 5.8 Technology
  • 5.9 Travel
• Chapter 6: Building Customer Relationships with Call Centers
  • 6.1 A rationale and methodology for CRM
  • 6.2 Strategies for managing customer information
  • 6.3 Technology and business tools to support CRM
  • 6.4 The CRM planning phase
  • 6.5 A 12-stage CRM strategy
  • 6.6 Applying the CRM strategy
  • 6.7 CRM issues and tactics
  • 6.8 Customer input to CRM
  • 6.9 Managing the CRM program
  • 6.10 CRM solution: the value to the business
  • 6.11 Call/Contact center: driving force behind CRM
• Appendix A: Call Center Vendor Resources-Product and Service Offerings
• Appendix B: Glossary of Call Center and CRM Acronyms and Definitions
  • CRM definitions and acronyms
• Appendix C: References and Bibliography
  • Bibliography
• Index
  • Index_B
  • Index_C
  • Index_D
  • Index_E
  • Index_F
  • Index_G
  • Index_H
  • Index_I
  • Index_J
  • Index_K
  • Index_L
  • Index_M
  • Index_N
  • Index_O
  • Index_P
  • Index_Q
  • Index_R
  • Index_S
  • Index_T
  • Index_U
  • Index_V
  • Index_W
• List of Figures
• List of Exhibits
• List of Sidebars