Practical Guide to Call Center Technology - Select the Right Systems for Total Customer Satisfaction

List of contents

Chapter 1:Introduction Chapter 2:Establishing a Customer Contact Center Chapter 3:The Customer Call Center Structure Chapter 4:Communications Service and Traffic Issues Chapter 5:Staffing Issues Chapter 6:Strategic Buying Chapter 7:Introducing the Automatic Call Distributor (ACD) Chapter 8:ACD Basics Chapter 9:The ACD as a Customer Workflow Manager Chapter 10:Bullet-Proofing the Customer Contact Centre Chapter 11:Telepone Terminals and Workstations Chapter 12:Customer Contact Centre Management Information Chapter 13:Customer Experience Mapping and Management Chapter 14:Advanced Customer Contact Center Systems Chapter 16:The Big Trends Chapter 17:Acquiring Customer Contact Center Systems Index

About the author

Andrew Waite is a writer, speaker, and consultant on call centers. Andrew founded Inbound/Outbound Magazine, which later became Call Center Magazine. He has over 25 years of call center experience. He lives in Phoenix, Arizona.

Summary

Shows how to navigate the business, technical, and financial issues in building and managing a customer contact center. This book also shows how to get the most out of ACD's (automatic call distributors) and other complex systems in order to boost customer satisfaction and increase sales.

Product details

• Authors: Andrew Waite, Waite Andrew
• Publisher: Taylor & Francis Ltd.
• Languages: English
• Product format: Hardback
• Released: 31.12.2017
• EAN: 9781138412545
• ISBN: 978-1-138-41254-5
• No. of pages: 504
• Subjects: Social sciences, law, business > Business > Individual industrial sectors, branches; COMPUTERS / Information Technology, TECHNOLOGY & ENGINEERING / Telecommunications, Sales & marketing, Information technology: general issues, Computer architecture & logic design, Sales and marketing, Information technology: general topics, Computer architecture and logic design, Network Management