Call Center Operations
Profiting From TeleserviceseBook - 2000
Optimize call center technologies and boost your bottom line. Open up new sales opportunities and improve customer service with today's newest teleservice technologies Call Center Operations: Profiting from Teleservices , by Charles E. Day, puts at your fingertips everything you need to understand computer telephony integration...assess available methodologies...and pick the ones right for your business needs. This hands-on guide covers all the angles: management and marketing issues such as business-to-business and business-to-consumer campaigns, facility and people resources, and call center organization; network architectures, including ISDN; PBX/ACD functionality; local, long distance and cable providers; and more; automatic and predictive dialing...client server technology...GUIs and legacy hosts; call center software packages and systems; workload management, forecasting and staff schedule modeling and much, much more
Publisher: New York : McGraw-Hill, c2000.
Characteristics: xxv, 486 p. : ill. ; 24 cm.