Call Center Operations : Profiting from Teleservices
by Day, Charles E.Format: Paperback
Pub. Date: 2000-04-28
Publisher(s): MCG (Manual)
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Summary
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!
Author Biography
Charles E. Day is president of Charles E. Day and Associates, one of the country's leading consulting firms specializing in the application of integrated telephone and computer technologies. A contributor to many industry journals, he is also a Certified Management Consultant.
Table of Contents
Chapter 1: Introduction to Call Center Operations. Chapter 2: Management, Business, and Marketing. Chapter 3: Telecommunications and Network Facilities. Chapter 4: Premise-Based Telephone Systems. Chapter 5: Telecom Industry Perspective. Chapter 6: Automatic and Predictive Dialing. Chapter 7: Client/Server Technology. Chapter 8: Graphical User Interface (GUI) and Legacy Hosts. Chapter 9: Relational Database Management Systems (RDMS). Chapter 10: Call Center Software Packages and Systems. Chapter 11: Computer-Telephone Integration (CTI). Chapter 12: Workload Management, Forecasting, and Staff Schedule Modeling. Chapter 13: How Does Your Call Center Measure Up? Chapter 14: Service Bureaus, Outsourcing, and Overflow. Chapter 15: Reference Materials. Appendices. Index.
Chapter 3: Telecommunications and Network Facilities. Chapter 4: Premise-Based Telephone Systems. Chapter 5: Telecom Industry Perspective. Chapter 6: Automatic and Predictive Dialing. Chapter 7: Client/Server Technology. Chapter 8: Graphical User Interface (GUI) and Legacy Hosts. Chapter 9: Relational Database Management Systems (RDMS). Chapter 10: Call Center Software Packages and Systems. Chapter 11: Computer-Telephone Integration (CTI). Chapter 12: Workload Management, Forecasting, and Staff Schedule Modeling. Chapter 13: How Does Your Call Center Measure Up? Chapter 14: Service Bureaus, Outsourcing, and Overflow. Chapter 15: Reference Materials. Appendices. Index.
Chapter 5: Telecom Industry Perspective. Chapter 6: Automatic and Predictive Dialing. Chapter 7: Client/Server Technology. Chapter 8: Graphical User Interface (GUI) and Legacy Hosts. Chapter 9: Relational Database Management Systems (RDMS). Chapter 10: Call Center Software Packages and Systems. Chapter 11: Computer-Telephone Integration (CTI). Chapter 12: Workload Management, Forecasting, and Staff Schedule Modeling. Chapter 13: How Does Your Call Center Measure Up? Chapter 14: Service Bureaus, Outsourcing, and Overflow. Chapter 15: Reference Materials. Appendices. Index.
Chapter 7: Client/Server Technology. Chapter 8: Graphical User Interface (GUI) and Legacy Hosts. Chapter 9: Relational Database Management Systems (RDMS). Chapter 10: Call Center Software Packages and Systems. Chapter 11: Computer-Telephone Integration (CTI). Chapter 12: Workload Management, Forecasting, and Staff Schedule Modeling. Chapter 13: How Does Your Call Center Measure Up? Chapter 14: Service Bureaus, Outsourcing, and Overflow. Chapter 15: Reference Materials. Appendices. Index.
Chapter 9: Relational Database Management Systems (RDMS). Chapter 10: Call Center Software Packages and Systems. Chapter 11: Computer-Telephone Integration (CTI). Chapter 12: Workload Management, Forecasting, and Staff Schedule Modeling. Chapter 13: How Does Your Call Center Measure Up? Chapter 14: Service Bureaus, Outsourcing, and Overflow. Chapter 15: Reference Materials. Appendices. Index.
Chapter 11: Computer-Telephone Integration (CTI). Chapter 12: Workload Management, Forecasting, and Staff Schedule Modeling. Chapter 13: How Does Your Call Center Measure Up? Chapter 14: Service Bureaus, Outsourcing, and Overflow. Chapter 15: Reference Materials. Appendices. Index.
Chapter 13: How Does Your Call Center Measure Up? Chapter 14: Service Bureaus, Outsourcing, and Overflow. Chapter 15: Reference Materials. Appendices. Index.
Chapter 15: Reference Materials. Appendices. Index.
Index.
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