UID:
almahu_9948025464502882
Umfang:
1 online resource (319 p.)
Ausgabe:
1st edition
ISBN:
1-281-00701-3
,
9786611007010
,
0-08-049061-1
Inhalt:
Every customer-facing corporation has at least one call center. In the United States, call centers handle a billion calls per year. Call Center Operation gives you complete coverage of the critical issues involved in the design, implementation, organization, and management of a customer call center. Sharp provides information on advanced technology tools for workforce management, workshop examples for training call center staff, and an analysis of the significance of the call center to overall corporate customer relationship strategies. A special feature of the book is its focus on call ce
Anmerkung:
Description based upon print version of record.
,
Front Cover; Call Center Operation Design, Operation, and Maintenance; Copyright Page; Contents; Preface; Chapter 1. Introduction to Call Centers; 1.1 Overview; 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; 2.5 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
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Chaper 3. Organizing and Managing the Call Center3.1 Overview; 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; 4.1 Overview; 4.2 Staff selection criteria; 4.3 Training CSR staff; 4.4 Recommended topics for CSR workshops; 4.5 Tool kits
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4.6 Advanced CSR training4.7 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
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6.7 CRM issues and tactics6.8 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; Appendix C. References and Bibliography
,
English
Weitere Ausg.:
ISBN 1-55558-277-X
Sprache:
Englisch
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