Maximizing Call Center Performance - 136 Innovative Ideas for Increasing Productivity Customer

List of contents

INTRODUCTION CHAPTER I BILLING AND CREDIT CHAPTER 2 MEDIA BLENDING CHAPTER 3 COLLECTIONS CHAPTER 4 COMPUTER TELEPHONE INTEGRATION CHAPTER 5 FUNDRAISING CHAPTER 6 HELP DESK CHAPTER 7 INFORMATION SERVICES CHAPTER 8 THE INTERNET CHAPTER 9 KIOSKS CHAPTER 10 MONITORING AND AGENT EVALUATION CHAPTER 11 ORDER HANDLING CHAPTER 12 SALES CHAPTER 13 CUSTOMER SERVICE CHAPTER 14 STAFFING CHAPTER 15 HIGH TECH PRODUCT SUPPORT CHAPTER 16 VIRTUAL CALL CENTERS

About the author

Madeline Bodin has been writing about call centers for over 10 years. She is a former editor of Call Center Magazine. Her books have been translated into several languages and are read around the globe. Her most recent book is Maximizing Call Center Performance. Keith Dawson is one of the world's foremost authorities on call centers. He is currently Senior Editor at CommWeb and was founder of Call Center News Service, which is the industry's premier online source for industry information and analysis, an independent online source for industry information. He is also author of 'Call Center Savvy' and 'Call Center Handbook'.

Summary

This text gives examples of how companies can leverage call centre technology to serve their unique needs, and how at the same time they can create a positive experience for customers. Solutions from leading call centres are provided for the problems behind basic call centre functions.

Product details

• Authors: Madeline Bodin, Bodin Madeline
• Publisher: Taylor & Francis Ltd.
• Languages: English
• Product format: Hardback
• Released: 31.12.2017
• EAN: 9781138412347
• ISBN: 978-1-138-41234-7
• No. of pages: 137
• Subjects: Natural sciences, medicine, IT, technology > IT, data processing > Data communication, networks; Economics, Business and Management, COMPUTERS / Information Technology, TECHNOLOGY & ENGINEERING / Telecommunications, computer science, Business & management, Information technology: general issues, Information technology: general topics, Network Management