Get the most out of ACD's (automatic call distributors) and other complex systems in order to boost customer satisfaction and increase sales. This book includes three ready to use RFP's (request for proposals) for buying an ACD, computer telephony system, or recording. A Practical Guide to Call Center Technology shows how to navigate the business, technical, and financial issues in building and managing a customer contact center. It 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.
- Limba : Engleza
- Cuprins : 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
- Data Publicarii : 02 Jan 2002
- Format : Paperback
- Numar pagini : 504
- ISBN : 9781578200948