The Call Center Handbook, Fourth Edition
- 6h 38m
- Keith Dawson
- Taylor and Francis
- 2001
Need to know how to buy a phone switch for your call center? How to measure the productivity of agents? How to choose from two cities that both want your center? No prolem. The Call Center Handbook is a complete guide to starting, running and improving your call center. It explains it all: everything that goes into the connection between a company and its customer. From technology primers to details about choosing and using specific products--such as CRM--this handbook is an indispensable guide for the call center manager. Tips for what works and what doesn't. Help with operational problems, like managing people and technology, for without tools call centers fail to thrive. It's all in this book, including information on switches, IVR, voice processing, call center peripherals, software, long distance and toll free services, outsourcing, agent training, monitoring, the Internet and disaster prevention.
About the Author
Keith Dawson is one of the world's foremost authorities on call centers. He is currently Senior Editor at CommWeb and was the 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 The Call Center Savvy and co-author of the Call Center Dictionary.
In this Book
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The Call Center Handbook, 4th Edition
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Introduction — Why Call Centers Are So Important
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How Call Centers Evolve, or, How to Start Putting Your Center Into Perspective
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Destination Call Center
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Facilities & Design
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Toll Free & Long Distance Services
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The ACD
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Outdialing Systems
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Computer Telephony
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Voice Processing Fundamentals
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Interactive Voice Response
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Speech Recognition
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Speech Rec: The Gateway to CRM?
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The Web & Call Centers
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The Fallacy of Email
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Giving Video A Second Look
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More on Computer Telephony
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The Absolute Last Chapter on CTI
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Telemarketing & Scripting Software
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Skills-Based Routing
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Customer Relationship Management
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More on CRM: Managing the Terror
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Choosing the Right CRM Tools
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Order Processing
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Interactive Fax
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Readerboards and Display Technologies
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Headsets
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On-Hold Messaging
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Check & Payment Processing
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Workforce Management Software
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Monitoring Systems
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Making Call Center Careers Meaningful
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Surefire Ways to Motivate Your Reps
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Realizing the Value On the Front Line
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Outsourcing
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Disaster & Contingency Planning
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Telecommuting Agents
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Self-Service and Self-Delusion: A Final Word
